Delivery Excellence Lead – Premium Support (Remote)

Rozgoo; Canada; Remote; CAD 110,000 - 160,000; Full time

Job summary

Airbnb is seeking a Delivery Excellence Manager to join our Community Support organization in Canada East - Remote. You will lead a team of 7-8 Team Specialists across Canada and EMEA, coaching and developing them in SME work, operations and projects.

This role requires hands-on people management, experience in customer service operations and hospitality, and a track record of implementing structured processes. You will also drive changes with AI-enabled tools and scale the team.

Qualifications

• Hands-on people management experience (coaching, performance management, development).
• Background in customer service operations and hospitality.
• Experience with premium support and AI-enabled day-to-day tools.
• Structured project management and data/reporting experience.

Responsibilities

• Lead SME work as the frontline for Premium Support.
• Coach and upskill Team Specialists across Canada and EMEA.
• Mentor staff into larger project management initiatives and cross-functional projects.
• Identify workflow improvements and maintain Slack-based processes.
• Oversee scheduling and administrative tarefas in partnership with Workforce Planning.
• Drive projects that scale operations and bring performance insights to leaders.

Skills

People management

Customer service

Hospitality knowledge

AI tools

Tools

AI software

Job description

Airbnb is seeking a Delivery Excellence Manager to join our Community Support organization in Canada East - Remote. You will lead a team of 7-8 Team Specialists across Canada and EMEA, coaching and developing them in SME work, operations and projects.

This role requires hands-on people management, experience in customer service operations and hospitality, and a track record of implementing structured processes. You will also drive changes with AI-enabled tools and scale the team.