CS Delivery Excellence Manager

Airbnb

9d•Remote

About The Position

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 Community You Will Join: Airbnb is seeking a CS Delivery Excellence Manager to support the global Delivery function. The Delivery Excellence Manager role is an individual contributor position. They will own and drive optimization initiatives within Global Delivery (design & launch of a competency framework, review of teams’ ways of working, etc.), as well as contribute to the successful operationalization of strategic CS programs within our frontline teams (operationalization of a new service line or channel, launch of product features, change in workflow or training, etc.). The Difference You Will Make: The CS Delivery Excellence Manager will bring operational expertise to Customer Support initiatives and serve as the voice of our frontline teams, while helping to shape and manage the Global Delivery Operating System by coordinating key strategic initiatives. In collaboration with Delivery Leadership, the CS Delivery Excellence Manager will design and execute the evolution of our internal and partner management teams through standardization, upskilling, and cross-skilling.

Requirements

10+ 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.
BA/BS degree required; MBA or equivalent Master’s degree strongly preferred.
Proven experience translating big-picture goals and strategy into actionable plans and driving strategic initiatives through influence and stakeholder management.
Exceptional communication and collaboration skills, with the ability to adapt style for diverse audiences including engineers, product teams, analytics, frontline teams, and executive leadership. Skilled in formalizing documents and presentations for broad or senior audiences.
Highly organized and resourceful; skilled at multitasking, attention to detail, and follow-through, even in ambiguous situations.
In-depth, data-driven understanding of customer service operations, with expertise in root cause analysis, process optimization, and continuous improvement approaches.
Experienced working in global teams at scale, thriving in fast-paced environments where ambiguity and change are common.
Strong work ethic with a proactive approach, professionalism, confidentiality, sound judgment, and the ability to handle conflict, provide and receive feedback, and manage employee or Talent issues.
Deep cultural competency and a commitment to diversity and inclusion.
Ability to work weekend days and participate in on-call rotations as required.

Responsibilities

Influence upstream service and product design to enable effective operationalization and efficient, successful operations.
Ensure the frontline teams’ voice is included at every stage of developing new services, workflows, and tools, demonstrating thorough knowledge of people, product, and process impacts on operational performance.
Support operations leaders globally in driving and managing performance, working closely with key CS stakeholders (CSA, analytics, data BI, Product) to establish an effective and scalable environment through appropriate tools, metrics, and reporting.
Coordinate and lead key meetings to drive the implementation and success of the global delivery operating system.
Foster a strong and efficient performance management culture within the delivery team and partner sites, from leadership to ambassadors.
Lead performance management and operations improvement initiatives across the delivery organization.
Demonstrate strong leadership on important issues such as Diversity & Belonging, Allyship, Ethics, Compliance, and maintaining high standards of service to the company.
Leverage root cause analysis and a deep understanding of metrics and behaviors to effectively prioritize initiatives and achieve overall KPIs.
Create performance management playbooks, training programs, and onboarding plans.
Help establish career frameworks for teams in close collaboration with Talent.
Lead management summits and engage with senior stakeholders across Delivery to drive engagement and establish a high-performance culture.