Delivery Excellence Manager

🔥 12 hours ago

🇮🇪 Ireland – Remote

💵 €76k - €95k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

👻 Ghost score 0%

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

✈️ Travel

📦 Logistics

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

Travel • Logistics • eCommerce

Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.

📋 Description

• Support the global Delivery function as a people manager • Own and drive optimization initiatives within Global Delivery, including competency frameworks and ways-of-working reviews • Operationalize strategic Customer Support programs for frontline teams, including new service lines, channels, product features, workflows, and training • Bring operational expertise to Customer Support initiatives and represent frontline team perspectives • Influence upstream service and product design for effective operationalization • Ensure frontline input is incorporated into new services, workflows, and tools • Support global operations leaders with performance management and scalable tools, metrics, and reporting • Coordinate and lead meetings for the global delivery operating system • Foster performance management culture across delivery teams and partner sites • Lead performance management and operations improvement initiatives • Address Diversity & Belonging, Allyship, Ethics, Compliance, and service standards • Use root cause analysis, metrics, and behavioral insights to prioritize KPI improvements • Create performance management playbooks, training, and onboarding plans • Establish career frameworks with Talent • Lead management summits and engage senior Delivery stakeholders • Own end-to-end people strategy and operations, including hiring, onboarding, talent development, engagement, wellness, and morale • Support and challenge team members to achieve professional success • Handle day-to-day management

🎯 Requirements

• A minimum of 10+ years of progressive experience in operations • Experience translating big picture goals and strategy into implementable and concrete actions for teams • Ability to communicate with stakeholders across engineering, product, process improvement, analytics, frontline teams, and executive leadership • Progressive operational responsibilities, including strategy and operations optimization • Experience with global teams at scale in fast-paced environments • BA/BS degree; an MBA or equivalent Masters is strongly preferred • Ability to work weekend days and be on-call • Exceptional leadership and team management skills • Organized, resourceful, detail-oriented, and able to multitask • Data-driven approach and ability to perform root cause analysis at scale • In-depth understanding of customer service operations and agent/manager workflows at scale • Excellent communication skills • Ability to formalize documents and presentations for cross-functional or senior leadership audiences • Ability to drive strategic initiatives using influential skills and stakeholder management • Strong work ethic, professionalism, confidentiality, and judgment • Comfort with conflict, feedback, and employee/Talent issues • Cultural competency and commitment to diversity and inclusion

🏖️ Benefits

• Bonus eligibility • Equity eligibility • Benefits • Employee Travel Credits • Reasonable accommodations throughout the recruitment process for applicants with disabilities

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