Greenhouse ·
full-timeDelivery Excellence Manager
Airbnb · Ontario, Canada, Quebec, Canada
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 Delivery Excellence Manager to join our Community Support organization and lead a team of Team Specialists within Premium Support. This is a new, full-time people manager position based in Canada East - Remote . You will manage a team of 7-8 Team Specialists across Canada and EMEA, coaching and developing them across three areas of work: subject matter expertise, operations and administration, and projects. You will also help the team move from a small, self-organizing group to a larger, regionalized operation with more formal systems and processes, including how work is requested, assigned and tracked. You will need hands-on people management experience (coaching, performance management and developing team members), a background in customer service operations, an understanding of hospitality and premium support, and active use of AI tools in your day-to-day work. Experience leading a team through change is essential. Structured project management and data/reporting experience are key to success in this role. A Typical Day: Lead the team's subject matter expertise (SME) work as the frontline for Premium Support Build and nurture an engaged, diverse team of seven to eight Team Specialists across Canada and EMEA. Coach and uplevel Team Specialists, supporting and challenging them to meet and exceed expectations. Mentor Team Specialists into larger project management initiatives. Create development paths and stretch assignments that take them from owning small work streams to leading cross-functional projects. Identify and implement workflow improvements, maintain and improve Slack-based processes, and bring insights back to leadership Run the team's operations and administration work in partnership with Workforce Planning Oversee scheduling, including maintaining NICE and related spreadsheets and managing the scheduling inbox Set and track targets for the quality, volume and turnaround of consult output, making sure the team provides the right types of consults. Lead the team’s subject matter expertise (SME) work as the frontline for Premium Support, overseeing consults and refresher sessions. Build a systematic, capacity-based approach to work intake and distribution in place of informal volunteering, and balance workloads fairly across the team. Run the team’s operations and administration work in partnership with Workforce Planning, including scheduling, NICE and related spreadsheets, and the scheduling inbox. Identify and implement workflow improvements, and maintain and improve Slack-based processes. Drive projects that scale operations and bring performance insights to Premium Support leaders Lead and coach Team Specialists to run fully structured projects, including process design, communications, change management plans and success tracking Drive automation and scaling initiatives, including AI-enabled tools that replace manual, spreadsheet-based processes Bring performance insights from consult and admin work to Premium Support managers and leaders to support coaching and performance improvement Build and nurture an engaged & diverse team across Canada and EMEA Own and manage end-to-end people strategy and operations. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale Coach and uplevel Team Specialists, supporting and challenging them to meet and exceed expectations Build a systematic, capacity-based approach to work intake and distribution in place of informal volunteering, and balance workloads fairly across the team Lead the team through change as it moves from small, self-organized ways of working to more formal, regionalized systems and processes Keep up with day-to-day management, including flexing your schedule to overlap with team members in EMEA when needed Your Expertise: 8+ years of progressive experience in contact center or customer service operations, including increasing responsibilities in strategy, operations optimization, and involvement in data and technology-driven programs. Direct people management experience, including coaching, performance management and developing team members BA/BS degree required; MBA or equivalent Master’s degree strongly preferred Background in customer service operations, with an in-depth understanding of how agents and managers work at scale and how to run operations effectively Hospitality or premium tier support knowledge, with a clear sense of what good looks like in supporting frontline teams AI fluency: active use of AI tools in your day-to-day work, with comfort leading a team that is rapidly ado
| Role | Delivery Excellence Manager |
|---|---|
| Company | Airbnb |
| Location | Ontario, Canada, Quebec, Canada |
| Type | full-time |
| Compensation | Not disclosed |
| Posted | 2026-10-14 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4About Airbnb
Airbnb is a global platform that facilitates travel and accommodation by connecting guests with hosts. Since its inception in 2007, the company has grown from its first three guests to hosting 1.5 billion arrivals. The platform operates through a network of 5 million hosts who provide lodging options to travelers worldwide. Airbnb maintains a global creative community and emphasizes a flexible work environment for its employees, allowing them to live and work in various locations where regulations permit.
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