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Salary: CAD 94,000 - 117,000 / annual
Airbnb is seeking a Manager, Service Excellence to lead a team of 7-8 team specialists within Premium Support, based remotely in Eastern Canada. This is a new full-time people management role overseeing specialists distributed across Canada and the EMEA region (Europe, Middle East, Africa).
You will lead three core work streams: subject matter expertise, operations and administration, and project management. You will guide the team through a transition from a small self-managed group to a larger, regionalized structure with formal systems and processes for work requests, assignment, and tracking.
Key responsibilities include:
**Subject Matter Expertise Leadership:** Build and grow a diverse, engaged team of specialists. Coach team members to enhance their skills, supporting them to meet and exceed expectations. Guide specialists toward larger project management initiatives, creating development pathways from small work assignments to cross-functional project leadership. Identify and implement workflow improvements, maintain and enhance Slack-based processes, and communicate findings to leadership.
**Operations & Administration Management:** Supervise scheduling including NICE system and related spreadsheets. Establish and track targets for quality, volume, and processing times. Lead subject matter expertise work as the frontline of Premium Support, overseeing consultations and upgrade sessions. Implement systematic, capacity-based work assignment approaches replacing informal volunteering, ensuring equitable workload distribution. Partner with Workforce Planning on scheduling, NICE, and related systems.
**Project Leadership & Performance Reporting:** Lead and coach specialists to execute fully structured projects including process design, communications, change management plans, and results tracking. Pilot automation and scaling initiatives using AI tools to replace manual spreadsheet-based processes. Report performance insights from consultation and administration work to Premium Support managers and leaders to support coaching and performance improvement.
**Team Building & Development:** Own end-to-end people strategy and operations including hiring, onboarding, talent development, engagement, wellness, and morale. Coach specialists and enhance their capabilities. Implement systematic work assignment approaches. Guide the team through change as they transition from self-managed to formal, regionalized systems. Manage ongoing operations, adapting your schedule to overlap with EMEA team members as needed.
You will work weekends and on-call shifts as required, with schedule flexibility to overlap with EMEA team hours. While the role is remote-eligible, you must reside in a Canadian province where Airbnb Canada, Inc. is registered: currently Alberta, Ontario, British Columbia, Quebec, or Saskatchewan. Occasional in-office work or off-site meetings may be required as agreed with your manager.
**Requirements:**
- Minimum 8 years of progressive experience in contact center or customer service operations with increasing responsibility for strategy and operations optimization, including data-driven and technology-focused programs
- Direct people management experience including coaching, performance management, and team member development
- Bachelor's degree required; MBA or equivalent master's degree strongly preferred
- Deep knowledge of customer service operations, understanding how agents and managers operate at scale and how to effectively lead large-scale operations
- Hospitality or Premium support experience with clear understanding of what defines good support for frontline teams
- Active comfort with AI: daily use of AI tools and comfort leading a team rapidly adopting AI in workflows
- Change management skills with ability to guide teams transitioning from informal to structured work modes
- Ability to translate high-level objectives and strategies into concrete, actionable measures for teams
- Ability to communicate effectively with diverse stakeholders (engineering, product, process improvement, analytics) and adapt communication for frontline teams and senior leadership
- Experience working within large-scale global teams in constantly evolving environments where ambiguity and change are the norm
- Excellent communication skills for stakeholder collaboration and team transparency
- Ability to structure documents and presentations for cross-functional work or senior leadership presentation
- Ability to lead strategic initiatives demonstrating strong influence and stakeholder management
- Strong work ethic, proactivity, positivity, professionalism, confidentiality, and sound judgment
- Comfort managing conflict, giving and receiving feedback, and handling employee and talent issues
- Cultural competence and commitment to fostering diversity and inclusion
- Ability to work weekends and on-call shifts with flexibility to adapt hours for EMEA team overlap
- Preferred: Structured project management experience (PMO), process documentation, operations scaling; Airtable or similar tools; NICE or similar workforce management tools; EMEA team experience or multi-timezone management
