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Salary: CAD 94,000 - 117,000 / annual
Airbnb is seeking a Delivery Excellence Manager to lead a team of 7-8 Team Specialists within Premium Support, based remotely in Canada East. This is a newly created full-time people management position managing team members across Canada and EMEA.
You will be responsible for three core areas: (1) leading the team's subject matter expertise work as the frontline for Premium Support, including coaching and developing Team Specialists, mentoring them into larger project management initiatives, and identifying workflow improvements; (2) running operations and administration work in partnership with Workforce Planning, including overseeing scheduling in NICE, setting and tracking quality/volume/turnaround targets for consults, building systematic capacity-based work intake and distribution, and maintaining Slack-based processes; and (3) driving projects that scale operations and bring performance insights to leadership, including leading structured projects with process design and change management, driving automation and AI-enabled initiatives, and providing performance insights to support coaching.
You will also own end-to-end people strategy and operations, including hiring, onboarding, talent development, and engagement. A key responsibility is leading the team through a transition from informal, self-organizing ways of working to more formal, regionalized systems and processes. You will need to flex your schedule to overlap with EMEA team members and be available for weekend work and on-call responsibilities.
REQUIREMENTS:
- 8+ years of progressive experience in contact center or customer service operations, including strategy, operations optimization, and data/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 in-depth understanding of agent and manager work at scale
- Hospitality or premium tier support knowledge
- AI fluency: active use of AI tools in day-to-day work, with comfort leading a team rapidly adopting AI
- Change management skills and ability to lead teams through transitions from informal to structured ways of working
- Ability to translate big-picture goals into implementable actions for teams
- Experience working in global teams at scale in fast-paced environments with ambiguity and change
- Excellent communication skills for cross-functional collaboration and transparency
- Ability to formalize documents and presentations for various audiences from frontline to executive leadership
- Strong work ethic, proactive, exhibits positivity, professionalism, confidentiality, and good judgment
- Comfort with conflict, giving/receiving feedback, and handling employee/talent issues
- Cultural competency and commitment to fostering diversity and inclusion
- Ability to work weekend days and on-call with flexibility for EMEA time zone overlap
Nice to have: structured project management (PMO) experience, Airtable or similar tools experience, familiarity with NICE or similar workforce management tools, experience working with EMEA teams or managing across time zones.
