Delivery Excellence Manager - Premium Support (Remote)

Airbnb; United States; À distance; USD 78 000 - 130 000; Plein temps

Résumé du poste

Airbnb is seeking a Delivery Excellence Manager for Premium Support, based in Canada East - Remote. You will lead a 7–8 person team across Canada and EMEA, shaping operations, coaching talent, and driving regional projects.

You will implement formal processes, optimize workflows, and lead change as the team scales. Strong PM, stakeholder communication, and AI tooling experience are essential.

Qualifications

• 8+ years in contact center or customer service operations with leadership experience.
• Proven coaching, performance management and people-development skills.
• Background in hospitality or premium support and scalable operations.

Responsabilités

• Lead SME work for Premium Support and coach 7–8 Team Specialists across Canada & EMEA.
• Oversee scheduling, quality targets, and workload distribution with Workforce Planning.
• Drive structured projects, process design and AI-enabled automation for scaling.
• Develop and implement end-to-end people strategy including onboarding and engagement.

Connaissances

People management

Strategy & operations

Change management

AI in daily work

Project management

Cross-functional collaboration

Formation

BA/BS degree

MBA or equivalent

Outils

Airtable

NICE

Workforce management tools

Description du poste

Airbnb is seeking a Delivery Excellence Manager for Premium Support, based in Canada East - Remote. You will lead a 7–8 person team across Canada and EMEA, shaping operations, coaching talent, and driving regional projects.

You will implement formal processes, optimize workflows, and lead change as the team scales. Strong PM, stakeholder communication, and AI tooling experience are essential.