Senior Manager, Global Delivery Excellence

🕒 3 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $176.000 - $220.000 / ano

⏰ Tempo Integral

🟠 Sênior

👔 Gerente

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Airbnb

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 2007

👥 B2C

🛍️ Comércio Eletrônico

💰 Post-IPO Equity em 2020-12

B2C • eCommerce • Hospitality

O Airbnb é um marketplace online global que conecta pessoas em busca de hospedagem a anfitriões que oferecem opções de estadia únicas e diversas, muitas vezes em propriedades residenciais. Os usuários podem reservar espaços que vão de apartamentos de um quarto a casas inteiras e hotéis boutique. O Airbnb também oferece Experiências, permitindo que hóspedes reservem atividades oferecidas por moradores locais, proporcionando uma experiência de viagem autêntica.

Descrição

• Build and nurture an engaged & diverse team of Delivery Excellent experts, high performing ICs & People Managers: 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 • 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 • Build relationships & connections with the broader CS network to be able to bring the delivery voice at the table as early as possible • Be a facilitator & an enabler whose objective is to ensure the smooth & successful operationalization of critical CS programs • Keep track of all those initiatives across your teams and within Delivery as a whole and report back in an effective & streamlined manner to Delivery leadership • Ensure a proper collaboration & effective launch of strategic initiatives working closely with operations teams managing partners & internal teams across the network • Define & manage the Global Delivery Operating System at a leadership level • Lead or oversee key programs & initiatives for Global Delivery • Support day to day operation

🎯 Requisitos

• 12+ years of progressive experience in contact center or customer service operations, with a track record of driving strategy, operational optimization, and data- and technology-driven programs • BA/BS degree or equivalent practical experience • Strong people leadership and team management skills, including comfort with giving and receiving feedback, handling complex employee and talent matters, and a track record of upskilling team members and building a strong talent pipeline • Experience translating big picture goals and strategy into implementable and concrete actions for your teams • Experience working in global teams at scale in fast-paced environments where ambiguity & change are the norm • Strong interpersonal and teamwork skills – ability to work collaboratively & consultatively across cross-functional partner organizations (from product and engineering to workforce, training, and delivery operations) • Excellent business partnering, influencing, and presentation skills (written & verbal) • Experience designing team structures & organizational setup, with the ability to design, implement & iterate • Strong analytical skills & deep understanding of data across the entire agent & customer journey • Ability to identify key priorities, allocate resources appropriately, and report back on impact • Ability to travel approximately 15–20% of the time; flexibility to support business needs outside standard hours as required.

🏖️ Benefícios

• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.