Remote Delivery Excellence Lead

OpenKrill; United States; Remote; USD 140,000 - 200,000; Full time

Job summary

Airbnb is seeking a Delivery Excellence Manager to join our Community Support organization and lead a team of Team Specialists within Premium Support. This full-time role is based in Canada East - Remote, managing 7-8 Team Specialists across Canada and EMEA, coaching them in SME, operations and projects.

You will drive scalable processes, advocate AI-enabled tools, and champion structured work intake, performance coaching, and cross-functional collaboration.

Qualifications

• 8+ years of progressive experience in contact center or customer service operations, including strategy, operations optimization, and data/tech-driven programs.
• BA/BS degree required; MBA or equivalent strongly preferred.

Responsibilities

• Lead SME work as frontline for Premium Support.
• Manage 7-8 Team Specialists across Canada and EMEA.
• Coach and upskill Team Specialists for project leadership.
• Identify workflow improvements and optimize Slack-based processes.
• Oversee scheduling, targets, and quality of consult output.
• Drive structured projects, including change management and AI-enabled initiatives.

Skills

People management

Change management

Communication

AI fluency

Stakeholder management

Education

BA/BS degree

MBA or equivalent

Tools

Airtable

NICE

Job description

Airbnb is seeking a Delivery Excellence Manager to join our Community Support organization and lead a team of Team Specialists within Premium Support. This full-time role is based in Canada East - Remote, managing 7-8 Team Specialists across Canada and EMEA, coaching them in SME, operations and projects.

You will drive scalable processes, advocate AI-enabled tools, and champion structured work intake, performance coaching, and cross-functional collaboration.