Gestionnaire principal·e des mises en production, plateforme du service à la clientèle

Job Title: Gestionnaire principal·e des mises en production, plateforme du service à la clientèle

Job Summary: We are seeking an experienced Gestionnaire principal·e des mises en production, plateforme du service à la clientèle to join our team in Canada. As a key member of our platform support team, you will play a critical role in ensuring the successful launch of internal software used by customer support agents around the world.

Responsibilities:

• Act as the primary liaison between platform management teams, technical project management, engineering, testing, and operations teams to ensure clear and consistent communication for each launch.
• Maintain up-to-date documentation and tracking tables so that all relevant parties have the right information at the right time.
• Create and implement best practices for software launch management.
• Define, track, and analyze key performance indicators to verify that launches are completed on time and meet established criteria.
• Identify problems, risks, and regional differences before launches, then work with teams to analyze, escalate, and resolve them.
• Work independently with stakeholders and managers to ensure everything is ready for launch and eliminate obstacles.
• Facilitate official 'go/no-go' decisions by defining necessary criteria for approving a launch.
• Collaborate with operations and training teams to ensure agents are well-prepared to use new tools.
• Ensure post-launch follow-up: monitor adoption, identify issues, and conduct retrospectives to improve future launches.

Requirements:

• More than 7 years of experience in technical program management, project management, launch management, or product operations with good results.
• Experience leading product launches involving multiple teams, sometimes with visibility at the director level.
• Excellent oral, written, and presentation skills at all levels of the organization.
• Strong problem-solving and analytical skills.
• Good understanding of product launch processes and experience with engineering teams.
• Proficiency in collaboration tools like Asana, Jira, and Airtable.
• Strategic thinking and organizational ability, with the ability to work with multiple different teams.
• Practical knowledge of the software development cycle and working methods. Agile method experience is a plus.
• Responsible and reliable: self-motivated, responsible, and able to work alone.
• Solid strategic judgment: ability to interpret organizational objectives and translate them into planning activities.
• Ability to manage multiple priorities simultaneously in a dynamic environment.
• Commitment to continuous improvement.
• Experience collaborating with cross-functional teams.

Work Location: Due to the nature of this position, the selected candidate must be based in Canada to perform their work. Currently, employees can be located in:

• British Columbia
• Ontario
• Quebec
• Alberta
• Saskatchewan

This list is continually updated; please check with us if the provinces where you live are on the list. If your position is employed by another Airbnb entity, your recruiter will inform you of the provinces in which you are eligible to work.

How We'll Take Care of You: Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as:

• Training
• Transferable skills
• Work experience
• Business needs
• Market demands

The base pay range shown below is annualized, is subject to change, and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Canada Annual Pay Range: $128,000-$160,000 CAD