Delivery Excellence Manager

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. The Difference You will Make: Airbnb is seeking a CS Delivery Excellence Manager to support the global Delivery function. This is a full time position based in Ireland. The Delivery Excellence Manager role is a people manager position. They own and drive optimization initiatives within Global Delivery (design & launch of a competency framework, review of teams ways of working, …) as well as contribute to the successful operationalization of strategic CS programs within our frontline teams (operationalization of a new service line / channel, launch of product features, change in a workflow / training, ….) They need a high level of expertise in managing operational teams, performance management, project management, and a deep understanding of customer service operations from a product, process & people standpoint. A Typical Day: Bring operational expertise to Customer Support initiatives & be the voice of the frontline teams Influence upstream service & product design to enable an effective operationalization as well as efficient & successful operations, Ensure the frontline teams voice is included at each step of the development of new services, workflows & tools demonstrating a wide & deep knowledge of people, product & process impacts on operational performance Support operations leaders globally in driving & managing performance working closely with key CS stakeholders (CSA, analytics, data BI, Product) to establish an effective & scalable environment (right tool, right suite of ops metrics, right reporting, ….) Help shape & manage the Global Delivery Operating System by coordinating key strategic initiatives Coordinate and lead key meetings to drive the implementation & success of the global delivery operating system Be a driver in fostering a strong and efficient performance management culture within our delivery team and partner sites from leadership to ambassadors Lead performance management & operations improvement initiatives across the delivery org Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company Leverage root cause analysis & deep understanding of metrics & behaviors to know what to go after & what to prioritize to achieve our overall KPIs Design & Execute in collaboration with Delivery Leadership the evolution of our internal & partner management teams through standardization, upskilling & cross-skilling Create performance management playbooks, training, on-boarding plans, …. Help establishing career frameworks for our teams in close collaboration with Talent Lead management summits & engage with senior stakeholders across Delivery to drive engagement & the establishment of a high performance culture Build and nurture an engaged & diverse team Own and manage end-to-end people strategy and operations. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations Keep up with day-to-day management Your Expertise: Your background & experience A minimum of 10+ years of progressive experience in operations Experience translating big picture goals and strategy into implementable and concrete actions for your teams Ability to “speak the language” of various stakeholders within the organization (from engineers to product to process improvement to analytics) with a capacity to adapt communication to frontline teams or executive leadership Progressive responsibilities in an operational set up with responsibilities held in strategy & operations optimizations as well, involvement in data & tech driven programs a plus Has worked in global teams at scale in fast paced environments where ambiguity & changes are the norm rather than the exception BA/BS degree; an MBA or equivalent Masters is strongly preferred. Ability to work weekend days and on-call required Your skills & expertise Exceptional leadership and team management skills (required for manager role) Incredibly organized and resourceful ; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations Data driven approach & ability to root cause analyze at scale In-depth understanding of customer service operations & how agents / managers work at scale Constantly looking for ways to optimize and improve the status quo & how we work Excellent communication