Delivery Excellence Manager

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.