Senior Manager, Global Delivery Excellence

Role Overview

Senior Manager, Global Delivery Excellence (Full-time) at Airbnb, based in the US or Canada. You will develop and drive sustainable operating models for the Global Delivery function, guide the evolution of Delivery, and lead strategic initiatives spanning product, process, and people.

Responsibilities

• Build and lead teams: Develop and nurture an engaged, diverse group of Delivery experts, high-performing individual contributors, and people managers.
• Own people strategy & operations: Hiring, onboarding, talent development, and ongoing engagement/wellness/morale.
• Enable performance and growth: Support and challenge the team to meet and exceed expectations.
• Bring frontline operational expertise to Customer Support initiatives and influence upstream service and product design to enable effective operationalization.
• Ensure frontline voice is heard: Build relationships across the Customer Support (CS) network and advocate early with leadership.
• Operationalize CS programs: Facilitate and enable smooth launch and successful operation of critical CS programs.
• Track and report initiatives: Maintain visibility across team and broader Delivery initiatives; report streamlined updates to Delivery leadership.
• Collaborate across the CS network: Partner with operations teams, managing partners, and internal stakeholders; ensure effective launch of strategic initiatives.
• Define and run the Global Delivery Operating System at leadership level.
• Run leadership forums, e.g. staff meetings, delivery priorities forum, and other leadership gatherings.
• Performance connection & reporting: Understand how CS changes will impact delivery teams and act as a connector to leadership (including Sr Director).
• Lead/oversee strategic programs for Global Delivery and drive an optimization roadmap and scalable ways of working.
• Day-to-day operational support: Provide subject matter expertise and ensure internal operations are supported and executed consistently.

Requirements

• 12+ years of progressive experience in contact center / customer service operations, with a track record in strategy, operational optimization, and data- and technology-driven programs.
• BA/BS degree or equivalent practical experience.
• Strong people leadership and team management experience.
• Ability to simplify complex concepts, drive critical outcomes, and operationalize at scale.

Nice-to-haves

• Not explicitly stated, but experience across customer support networks and operationalization of CS programs is implied.