Manager, Service Delivery Excellence

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. Airbnb was founded in 2007 when two Hosts welcomed three guests into their home in San Francisco, and has since grown to more than 4 million Hosts who have welcomed more than 1 billion guests in nearly every country around the world. Every day, Hosts offer unique stays and experiences that allow guests to connect with communities in a more authentic way. **The difference you'll make:** Airbnb is looking for a Manager, Service Delivery Excellence to join its Community Support organization and lead a team of team specialists within Premium Support. This is a new full-time people management position, based in Eastern Canada, remote. You will manage a team of 7 or 8 team specialists located in Canada and the EMEA (Europe, Middle East and Africa) region, and you will coach and support their development in three areas of work: subject matter expertise, operations and administration, and projects. You will also help the team move from a small, self-managed group to a larger, regionalized structure with more formal systems and processes, particularly regarding how work is requested, assigned and tracked. You will need hands-on people management experience (coaching, performance management and team member development), experience in customer service operations, a solid understanding of hospitality and Premium support, and active use of AI tools in your daily work. Experience leading a team through change is essential. Experience in structured project management, as well as data analysis and reporting, is a major asset for success in this role. **A typical day:** **Leading the team's subject matter expertise (SME) work, as first-line Premium Support** - Build and grow a engaged and diverse team of seven or eight team specialists in Canada and the EMEA region. - Coach team specialists and build their skills, supporting and challenging them so they meet and exceed expectations. - Guide team specialists toward larger-scale project management initiatives. Create development paths and development assignments that take them from owning small pieces of work to leading cross-functional projects. - Identify and implement workflow improvements, maintain and improve processes built on Slack, and share findings with leadership. **Manage the team's operations and administration work in partnership with Workforce Planning** - Oversee schedule planning, including maintaining NICE and related spreadsheets, as well as managing the schedules email inbox. - Set and track targets for the quality, volume and turnaround times of consultations, ensuring the team offers the right types of consultations. - Lead the team's subject matter expertise (SME) work, as first-line Premium Support, by supervising consultations and upskilling sessions. - Put in place a systematic, capacity-based approach to taking on and distributing work, replacing informal volunteering, and distribute workloads fairly across the team. - Manage the team's operations and administration work in partnership with Workforce Planning, including schedule planning, NICE and related spreadsheets, and the schedules inbox. - Identify and implement workflow improvements, and maintain and improve processes built on Slack. **Lead projects that evolve operations and share performance findings with Premium Support leaders** - Lead and coach team specialists to run fully structured projects, including process design, communications, change management plans and outcome tracking. - Drive automation and scaling initiatives, including AI-powered tools that replace manual spreadsheet-based processes. - Share performance findings from consultation and administration work with managers and Premium Support leaders to support coaching and performance improvement. **Build and grow an engaged and diverse team in Canada and the EMEA region** - Take end-to-end responsibility for people strategy and operations. This includes hiring, onboarding, talent development, as well as team engagement, well-being and morale. - Coach team specialists and build their skills, supporting and challenging them so they meet and exceed expectations. - Put in place a systematic, capacity-based approach to taking on and distributing work, replacing informal volunteering, and distribute workloads fairly across the team. - Support the team through change as it moves from small-scale, self-managed ways of working to more formal, regionalized systems and processes. - Handle day-to-day management, including adjusting your schedule to overlap with EMEA team members as needed. **Your expertise:** - At least 8 years of progressive experience in contact center or customer service operations, with increasing responsibility for operations strategy and optimization, and involvement in data- and technology-driven programs. - Direct people management experience, including coaching, performance management and team member development. - Bachelor's degree required; MBA or equivalent master's strongly preferred. - Customer service operations experience, with a deep understanding of how agents and managers function at scale and how to lead operations effectively. - Knowledge of hospitality or Premium-level support, with a clear view of what defines good support for frontline teams. - Comfort with AI: active use of AI tools in your daily work and comfort leading a team that quickly adopts AI in its workflows. - Change management skills, with the ability to guide a team through the transition from informal to structured ways of working. - Experience translating high-level goals and strategies into concrete, achievable actions for your teams. - Ability to "speak the language" of the organization's different stakeholders (from engineering to product, process improvement and analytics), and to adapt your communication for frontline teams as well as senior leadership. - Experience working within large-scale global teams, in constantly evolving environments where ambiguity and change are the norm rather than the exception. - Excellent communication skills for collaborating with stakeholders and ensuring transparency within the team. - Ability to structure documents and presentations for cross-functional work, or to present them to senior leadership or a broad audience. - Ability to lead strategic initiatives within the organization, with strong influence and excellent stakeholder management. - Strong work ethic, proactivity, positivity, professionalism, discretion and good judgment. - Comfort managing conflict, giving and receiving feedback, and handling employee and talent issues. - Cultural competence and a firm commitment to fostering diversity and inclusion within the team. - Ability to work weekends and carry on-call shifts (a requirement of the role), with the flexibility to adjust your hours to overlap with EMEA team members. - Assets: structured project management experience (project management office, or PMO), including process documentation and scaling operations; experience with Airtable or similar tools; knowledge of NICE or similar workforce management tools; experience working with EMEA teams or managing across multiple time zones. **Your location:** **This role is offered in Canada, remote – East.** It includes supervising employees in Canada and the EMEA region, so you will need to adjust your schedule to overlap with EMEA team members as needed. The role may occasionally require working from an Airbnb office or attending off-site meetings, as agreed with your manager. Although the role is eligible for remote work, you must reside in a province where Airbnb Canada, Inc. has a registered entity. We are currently able to hire in the following provinces: Alberta, Ontario, British Columbia, Quebec and Saskatchewan. This list is constantly changing, so please check with your recruiter about the provinces from which you may work. **Our commitment to inclusion and belonging:** Airbnb is committed to working with the widest possible talent pool. We believe diversity of ideas fosters innovation and engagement, and allows us to attract creative people and develop the best products, services and solutions. All qualified people are encouraged to apply. We also strive to offer an inclusive application and interview process for people with disabilities. If you are a candidate with a disability and need reasonable accommodations to submit an application, please contact us at: raisonnableaccommodations@airbnb.com. Please include your full name, the position you are applying for and the accommodations needed to help you through the recruitment process. We ask that you contact us only if you are a candidate whose disability prevents you from completing our online application. * * * _We use automated tools to help our recruiting team efficiently review a large number of applications. All final hiring decisions are made by a human._ _This role is newly created and does not replace or fill an existing position._ **How We'll Take Care of You:** Our job titles may span more than one career level. The actual base pay depends on 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. Canada Annual Pay Range $94,000—$117,000 CAD **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. **A Note on Recruiting Scams:** Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb's hiring process: our open roles are posted on Airbnb's Career's Page at careers.airbnb.com, and our recruiters correspond only from @ [airbnb.com](http://airbnb.com) or @ [ext.airbnb.com](http://ext.airbnb.com) email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We'll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.