Global CS Delivery Excellence Lead

airbnb, Inc.; Ireland; Presencial; EUR 110.000 - 150.000; Jornada completa

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Operational leadership

Stakeholder management

Performance management

Change management

Communication

Project management

Data-driven

Influencing

Diversity & inclusion

People management

Educación

BA/BS degree

MBA or equivalent Masters

Descripción del empleo

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