Delivery Excellence Manager

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Difference You will Make: Airbnb is seeking a CS Delivery Excellence Manager to support the global Delivery function. This is a full time position based in Ireland. The Delivery Excellence Manager role is a people manager position. They own and drive optimization initiatives within Global Delivery (design & launch of a competency framework, review of teams ways of working, …) as well as contribute to the successful operationalization of strategic CS programs within our frontline teams (operationalization of a new service line / channel, launch of product features, change in a workflow / training, ….) They need a high level of expertise in managing operational teams, performance management, project management, and a deep understanding of customer service operations from a product, process & people standpoint. A Typical Day: 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, • Ensure the frontline teams voice is included at each step of the development of new services, workflows & tools demonstrating a wide & deep knowledge of people, product & process impacts on operational performance • Support operations leaders globally in driving & managing performance working closely with key CS stakeholders (CSA, analytics, data BI, Product) to establish an effective & scalable environment (right tool, right suite of ops metrics, right reporting, ….) Help shape & manage the Global Delivery Operating System by coordinating key strategic initiatives • Coordinate and lead key meetings to drive the implementation & success of the global delivery operating system • Be a driver in fostering a strong and efficient performance management culture within our delivery team and partner sites from leadership to ambassadors • Lead performance management & operations improvement initiatives across the delivery org • Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company • Leverage root cause analysis & deep understanding of metrics & behaviors to know what to go after & what to prioritize to achieve our overall KPIs Design & Execute in collaboration with Delivery Leadership the evolution of our internal & partner management teams through standardization, upskilling & cross-skilling • Create performance management playbooks, training, on-boarding plans, …. • Help establishing career frameworks for our teams in close collaboration with Talent • Lead management summits & engage with senior stakeholders across Delivery to drive engagement & the establishment of a high performance culture Build and nurture an engaged & diverse team • 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 • Keep up with day-to-day management Your Expertise: Your background & experience • A minimum of 10+ years of progressive experience in operations • Experience translating big picture goals and strategy into implementable and concrete actions for your teams • Ability to “speak the language” of various stakeholders within the organization (from engineers to product to process improvement to analytics) with a capacity to adapt communication to frontline teams or executive leadership • Progressive responsibilities in an operational set up with responsibilities held in strategy & operations optimizations as well, involvement in data & tech driven programs a plus • Has worked in global teams at scale in fast paced environments where ambiguity & changes are the norm rather than the exception • BA/BS degree; an MBA or equivalent Masters is strongly preferred. • Ability to work weekend days and on-call required Your skills & expertise • Exceptional leadership and team management skills (required for manager role) • Incredibly organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations • Data driven approach & ability to root cause analyze at scale • In-depth understanding of customer service operations & how agents / managers work at scale • Constantly looking for ways to optimize and improve the status quo & how we work • Excellent communication skills for collaborating with stakeholders and ensuring transparency within the team • Ability to formalize documents & decks to either work cross-functionally or present to senior leadership or vast audiences • Ability to drive strategic initiatives within the organization exercising deep influential skills & stakeholder management • Strong work ethic, proactive, exhibits positivity, professionalism, confidentiality and good judgment • Comfort with conflict, giving and receiving feedback, and handling employee/Talent issues • Cultural competency and a strong commitment to fostering diversity and inclusion within the team. Our Commitment To Inclusion & Belonging: Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. How We'll Take Care of You: Our job titles may span m