Senior Manager, Global Delivery Excellence

🔥 5 minutes ago

🇺🇸 United States – Remote

💵 $176k - $220k / year

⏰ Full Time

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

B2C • eCommerce • Hospitality

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

• 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

🎯 Requirements

• 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.

🏖️ Benefits

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