Delivery Excellence Manager
New
A
AirbnbCustomer service operations
This position is Canada - Remote East Eligible. Currently we can hire in the following provinces: Alberta, Ontario, British Columbia, Quebec, and Saskatchewan., Flexibility to adjust hours to overlap with team members in EMEA; weekend days and on-call required.Full-TimeManager
SalaryCanada Annual Pay Range $94,000 — $117,000 CAD
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Job Details
- Experience
- 8+ years of progressive experience in contact center or customer service operations
- Required Skills
- Project ManagementPeople ManagementChange ManagementSlack
Requirements
- Have 8+ years of progressive experience in contact center or customer service operations.
- Have direct people management experience, including coaching, performance management, and developing team members.
- Hold a BA/BS degree; an MBA or equivalent master's degree is strongly preferred.
- Bring a background in customer service operations and an understanding of how agents and managers work at scale.
- Have hospitality or premium-tier support knowledge.
- Actively use AI tools in day-to-day work and be comfortable leading a team adopting AI in its workflows.
- Have change management skills and the ability to lead a transition from informal to structured ways of working.
- Translate broader goals and strategy into concrete actions for teams.
- Adapt communication to stakeholders ranging from engineers and product teams to frontline teams and executive leadership.
- Have experience working in global teams at scale in fast-paced environments with ambiguity and change.
- Be able to formalize documents and decks for cross-functional work or presentations to senior leaders and large audiences.
- Be available to work weekend days and on-call, with flexibility to adjust hours to overlap with EMEA team members.
Responsibilities
- Lead the team's subject matter expertise work as the frontline for Premium Support, overseeing consults and refresher sessions.
- Build and develop a diverse team of seven to eight Team Specialists across Canada and EMEA.
- Coach Team Specialists, manage performance, and create development paths and stretch assignments.
- Oversee scheduling, including maintaining NICE and related spreadsheets and managing the scheduling inbox.
- Set and track targets for the quality, volume, and turnaround of consult output.
- Establish capacity-based work intake and distribution, and balance workloads across the team.
- Improve workflows and Slack-based processes.
- Lead structured projects covering process design, communications, change management plans, and success tracking.
- Drive automation and scaling initiatives, including AI-enabled tools to replace manual, spreadsheet-based processes.
- Share performance insights from consult and administrative work with Premium Support managers and leaders.
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