# Delivery Excellence Manager

**Company**: Airbnb
**Location**: Ontario, Canada, Quebec, Canada
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $94,000-$117,000 CAD
**Category**: Operations
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q63327

**Apply**: https://job-boards.greenhouse.io/airbnb/jobs/8264826?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a562d78a-f97

## Description

Airbnb is seeking a Delivery Excellence Manager to join its Community Support organization and lead a team of Team Specialists within Premium Support.

The successful candidate will manage a team of 7-8 Team Specialists across Canada and EMEA, coaching and developing them across three areas of work: subject matter expertise, operations and administration, and projects.

Key responsibilities:

- Lead the team's subject matter expertise work as the frontline for Premium Support

- Build and nurture an engaged, diverse team of seven to eight Team Specialists across Canada and EMEA

- Coach and uplevel Team Specialists, supporting and challenging them to meet and exceed expectations

- Mentor Team Specialists into larger project management initiatives

- Identify and implement workflow improvements, maintain and improve Slack-based processes, and bring insights back to leadership

- Run the team's operations and administration work in partnership with Workforce Planning

- Oversee scheduling, including maintaining NICE and related spreadsheets and managing the scheduling inbox

- Set and track targets for the quality, volume and turnaround of consult output

Requirements:

- 8+ years of progressive experience in contact center or customer service operations

- Direct people management experience, including coaching, performance management and developing team members

- Background in customer service operations, with an in-depth understanding of how agents and managers work at scale

- Hospitality or premium tier support knowledge

- AI fluency: active use of AI tools in day-to-day work

- Change management skills, with the ability to lead a team through a transition from informal to structured ways of working

Nice to have:

- Structured project management (PMO) experience

- Experience with Airtable or similar tools

- Familiarity with NICE or similar workforce management tools

- Experience working with EMEA teams or managing across time zones

The role is remote eligible, and the base pay range is $94,000-$117,000 CAD per year.

## Skills

### Required
- customer service operations
- people management
- AI tools
- change management
- hospitality support

### Nice to have
- structured project management
- Airtable
- NICE
- EMEA teams management

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/airbnb/jobs/8264826?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)