# Gestionnaire, Excellence de la prestation de services

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

**Apply**: https://job-boards.greenhouse.io/airbnb/jobs/8264827?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_e441a047-93a

## Description

We are seeking a Service Excellence Manager to join our Community Support team, leading a team of specialists across Canada and the Europe, Middle East, and Africa (EMEA) region. As a Service Excellence Manager, you will manage and develop a team of 7-8 specialists, providing guidance and support in three key areas: subject matter expertise, operations, and administration, as well as projects.

Responsibilities:

- Lead the team's subject matter expertise as the first point of contact for Premium Support

- Build and grow a diverse and engaged team of specialists across Canada and EMEA

- Coach team members to achieve and exceed expectations, and develop their skills and competencies

- Develop and implement workflow improvements, maintaining and enhancing processes using tools like Slack

- Manage the team's operations and administration, including scheduling, workload management, and performance metrics

- Lead projects to drive operational efficiency and scalability, using data and analytics to inform decision-making

Requirements:

- At least 8 years of progressive experience in contact centre or customer service operations, with increasing responsibilities in strategy and optimization

- Direct experience in people management, including coaching, performance management, and team development

- Bachelor's degree required; MBA or equivalent highly preferred

- Experience in customer service operations, with a deep understanding of how agents and managers work at scale

- Familiarity with hospitality or premium support, with a clear understanding of what defines excellent support

- Proficiency in using AI tools in daily work and leading a team that adopts AI-driven workflows

- Strong change management skills, with the ability to lead a team through transition

- Excellent communication skills, with the ability to collaborate with stakeholders and ensure transparency

Benefits:

- Competitive salary

- Opportunity to work with a global team

- Collaborative and dynamic work environment

## Skills

### Required
- customer service
- team management
- operations management
- AI tools
- change management
- communication

### Nice to have
- project management
- data analysis
- reporting
- Airtable
- NICE

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/airbnb/jobs/8264827?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)