Description
Airbnb is seeking a Delivery Excellence Manager to support the global Delivery function. This is a full-time position based in Ireland.
The Delivery Excellence Manager role is a people manager position that owns and drives optimization initiatives within Global Delivery. They contribute to the successful operationalization of strategic CS programs within frontline teams, including operationalizing new service lines, launching product features, and changing workflows.
Responsibilities:
- Bring operational expertise to Customer Support initiatives and be the voice of frontline teams
- Influence upstream service and product design to enable effective operationalization
- Ensure frontline teams' voices are included in new service, workflow, and tool development
- Support operations leaders globally in driving and managing performance
- Help shape and manage the Global Delivery Operating System
- Coordinate and lead key meetings to drive implementation and success
- Foster a strong and efficient performance management culture within the delivery team
- Lead performance management and operations improvement initiatives
- Demonstrate strong leadership on important issues, including Diversity & Belonging, Allyship, Ethics, and Compliance
- Leverage root cause analysis and deep understanding of metrics and behaviors to prioritize initiatives
- Design and execute the evolution of internal and partner management teams
- Build and nurture an engaged and diverse team
Requirements:
- Minimum 10+ years of progressive experience in operations
- Experience translating big-picture goals into implementable actions
- Ability to communicate with various stakeholders, including engineers, product, and analytics
- Progressive responsibilities in operational setup with experience in strategy and operations optimizations
- Experience working in global teams at scale in fast-paced environments
- BA/BS degree; MBA or equivalent Masters preferred
Skills:
- Exceptional leadership and team management skills
- Organizational and resourceful with attention to detail
- Data-driven approach and ability to root cause analyze
- In-depth understanding of customer service operations
- Excellent communication skills
- Ability to formalize documents and decks
- Strong work ethic, proactive, and exhibits positivity and professionalism