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

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