Senior Manager, Global Delivery Excellence

Role Overview

Airbnb is seeking a Senior Manager, Global Delivery Excellence to support the company’s global Delivery function. This full-time role is based in the US or Canada and focuses on building sustainable delivery operating models, guiding their evolution, and leading strategic initiatives spanning product, process, and people.

Responsibilities

• Lead and manage people strategy & operations for Delivery Excellence experts, including hiring, onboarding, talent development, and engagement/wellness/morale.
• Support the professional success of ICs and people managers by coaching, challenging, and enabling performance against expectations.
• Act as the frontline voice for Customer Support initiatives by influencing upstream service and product design for effective operationalization.
• Build relationships across the Customer Support network to bring delivery insights in early.
• Ensure smooth operationalization of critical CS programs via facilitation and enablement.
• Track initiatives across teams and deliver streamlined reporting to Delivery leadership.
• Drive collaboration and effective launch of strategic initiatives with partners and internal operational teams.
• Define and run the Global Delivery Operating System at a leadership level.
• Run key leadership forums (e.g., staff meetings, Delivery priorities forum, and leadership gatherings).
• Understand how CS activities impact delivery teams and connect leadership teams (including the Sr Director).
• Coordinate business reporting and cross-functional collaboration with CS BizOps and CSA teams.
• Lead/oversee global delivery programs and an optimization roadmap to structure and scale ways of working.
• Evolve the strategic alignment/engagement model with Global Ops Delivery teams.
• Provide day-to-day subject matter expertise to ensure consistent and scalable internal operations and task completion; identify opportunities to streamline work.

Requirements

• 12+ years of progressive experience in contact center or customer service operations.
• Demonstrated track record driving strategy, operational optimization, and data- and technology-driven programs.
• BA/BS degree or equivalent practical experience.
• Strong people leadership and team management experience.

Nice-to-Haves

• Not explicitly stated.