Senior Manager, Global Delivery Excellence

🕒 vor 9 Tagen

🇺🇸 Vereinigte Staaten – Remote

💵 $176.000 - $220.000 / Jahr

⏰ Vollzeit

🟠 Senior

👔 Manager

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

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Airbnb

WebsiteLinkedInAlle Stellen

5001 - 10000 Mitarbeiter

Gegründet 2007

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity im 2020-12

B2C • eCommerce • Hospitality

Airbnb ist ein globaler Online-Marktplatz, der Personen, die nach Unterkünften suchen, mit Gastgebern verbindet, die einzigartige und vielfältige Unterkunftsmöglichkeiten, oft in Wohnimmobilien, anbieten. Nutzer können Räume buchen, die von Einzimmerwohnungen bis hin zu ganzen Häusern und Boutique-Hotels reichen. Airbnb bietet zudem Erlebnisse an, bei denen Gäste Aktivitäten buchen können, die von Einheimischen veranstaltet werden, um ein authentisches Reiseerlebnis zu bieten.

Beschreibung

• 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

🎯 Anforderungen

• 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.

🏖️ Vorteile

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