Remote Delivery Excellence Manager - Premium Support

Airbnb; Quebec; Remote; CAD 94,000 - 117,000; Full time

Job summary

Airbnb in Canada East is seeking a Delivery Excellence Manager to lead a 7–8 person Team Specialist group across Canada and EMEA within Premium Support. The role focuses on coaching, project leadership, and scaling operations with AI-enabled tools, while moving to a regionally structured operation.

You will own people strategy, onboarding, talent development, and engagement, while aligning with cross-functional stakeholders and driving performance improvements in a fast-paced environment.

Qualifications

• 8+ years of progressive experience in contact center or customer service operations with strategy and ops focus.
• Direct people management experience including coaching and performance management.
• BA/BS required; MBA or equivalent Master’s strongly preferred.
• Experience with hospitality or premium tier support and scaling operations.
• AI tools used in day-to-day work and leading AI-enabled workflows welcomed.

Responsibilities

• Lead SME work for Premium Support and manage 7–8 Team Specialists across Canada and EMEA.
• Coach and develop Team Specialists, expanding them to cross-functional projects.
• Mentor staff into larger project management initiatives with development paths.
• Identify workflow improvements and optimize Slack-based processes.
• Oversee scheduling and admin tasks with Workforce Planning and NICE tools.
• Set targets for quality, volume and turnaround of consultations.
• Drive scalable projects, process design, and change management plans.
• Lead automation initiatives including AI-enabled tooling to reduce manual workflows.
• Provide performance insights to leaders to support coaching and improvement.

Skills

People management

Operations optimization

Data & reporting

Change management

AI fluency

Education

BA/BS degree

MBA preferred

Tools

Airtable

NICE

Job description

Airbnb in Canada East is seeking a Delivery Excellence Manager to lead a 7–8 person Team Specialist group across Canada and EMEA within Premium Support. The role focuses on coaching, project leadership, and scaling operations with AI-enabled tools, while moving to a regionally structured operation.

You will own people strategy, onboarding, talent development, and engagement, while aligning with cross-functional stakeholders and driving performance improvements in a fast-paced environment.