Delivery Excellence Manager

Airbnb; Ireland; On-site; EUR 110,000 - 150,000; Full time

Job summary

Airbnb, Inc. is seeking a Delivery Excellence Manager based in Ireland to lead a global delivery function. This senior role focuses on people leadership, operationalization of CS programs, and cross-functional collaboration with product, analytics, and operations teams.

You will drive initiatives, shape the delivery operating system, and uphold high standards of service across frontline and partner sites. The role requires extensive experience in operations, strong leadership, and the ability to

Qualifications

• 10+ years of progressive experience in operations.
• Experience translating big picture goals and strategy into implementable actions for teams.
• Ability to speak the language of various stakeholders (engineers, product, analytics) with adaptable communication.
• Experience in global, large-scale teams in fast-paced environments.
• BA/BS degree; MBA or equivalent Masters preferred.
• Willingness to work weekends and on-call.
• Strong leadership and team management skills.
• Organized, resourceful and detail-oriented in ambiguity.
• Data-driven with ability to root cause analyze at scale.
• Deep understanding of customer service operations and frontline work.

Responsibilities

• Bring operational expertise to CS initiatives and be the voice of frontline teams.
• Influence upstream service and product design for effective deployment and operations.
• Ensure frontline voice is included at each step of new services, workflows and tools development.
• Support global delivery leaders with performance management and scalable metrics.
• Coordinate and lead meetings to drive the global delivery operating system.
• Drive a high-performance culture within delivery and partner sites.
• Lead performance management and operations improvements across the delivery org.
• Demonstrate leadership on Diversity & Belonging, Ethics and Compliance; maintain high service standards.
• Use root cause analysis to prioritize improvements and KPIs.

Skills

Operational leadership

Stakeholder management

Performance management

Change management

Communication

Project management

Data-driven

Influencing

Diversity & inclusion

People management

Education

BA/BS degree

MBA or equivalent Masters

Job description

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Difference You will Make:

Airbnb is seeking a CS 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. They own and drive optimization initiatives within Global Delivery (design & launch of a competency framework, review of teams ways of working, …) as well as contribute to the successful operationalization of strategic CS programs within our frontline teams (operationalization of a new service line / channel, launch of product features, change in a workflow / training, ….)

They need a high level of expertise in managing operational teams, performance management, project management, and a deep understanding of customer service operations from a product, process & people standpoint.

A Typical Day:

Bring operational expertise to Customer Support initiatives & be the voice of the frontline teams

• Influence upstream service & product design to enable an effective operationalization as well as efficient & successful operations,
• Ensure the frontline teams voice is included at each step of the development of new services, workflows & tools demonstrating a wide & deep knowledge of people, product & process impacts on operational performance
• Support operations leaders globally in driving & managing performance working closely with key CS stakeholders (CSA, analytics, data BI, Product) to establish an effective & scalable environment (right tool, right suite of ops metrics, right reporting, ….)

Help shape & manage the Global Delivery Operating System by coordinating key strategic initiatives

• Coordinate and lead key meetings to drive the implementation & success of the global delivery operating system
• Be a driver in fostering a strong and efficient performance management culture within our delivery team and partner sites from leadership to ambassadors
• Lead performance management & operations improvement initiatives across the delivery org
• Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company
• Leverage root cause analysis & deep understanding of metrics & behaviors to know what to go after & what to prioritize to achieve our overall KPIs

Design & Execute in collaboration with Delivery Leadership the evolution of our internal & partner management teams through standardization, upskilling & cross-skilling

• Create performance management playbooks, training, on-boarding plans, ….
• Help establishing career frameworks for our teams in close collaboration with Talent
• Lead management summits & engage with senior stakeholders across Delivery to drive engagement & the establishment of a high performance culture

Build and nurture an engaged & diverse team

• Own and manage end-to-end people strategy and operations. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale
• Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations
• Keep up with day-to-day management

Your Expertise:

• A minimum of 10+ years of progressive experience in operations
• Experience translating big picture goals and strategy into implementable and concrete actions for your teams
• Ability to “speak the language” of various stakeholders within the organization (from engineers to product to process improvement to analytics) with a capacity to adapt communication to frontline teams or executive leadership
• Progressive responsibilities in an operational set up with responsibilities held in strategy & operations optimizations as well, involvement in data & tech driven programs a plus
• Has worked in global teams at scale in fast paced environments where ambiguity & changes are the norm rather than the exception
• BA/BS degree; an MBA or equivalent Masters is strongly preferred.
• Ability to work weekend days and on-call required
• Exceptional leadership and team management skills (required for manager role)
• Incredibly organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
• Data driven approach & ability to root cause analyze at scale
• In-depth understanding of customer service operations & how agents / managers work at scale
• Constantly looking for ways to optimize and improve the status quo & how we work
• Excellent communication skills for collaborating with stakeholders and ensuring transparency within the team
• Ability to formalize documents & decks to either work cross-functionally or present to senior leadership or vast audiences
• Ability to drive strategic initiatives within the organization exercising deep influential skills & stakeholder management
• Strong work ethic, proactive, exhibits positivity, professionalism, confidentiality and good judgment
• Comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
• Cultural competency and a strong commitment to fostering diversity and inclusion within the team.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

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 and 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.

Ireland Annual Pay Range

Reasonable Accommodations:

We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.