Senior Manager, Global Delivery Excellence

Airbnb

5d•CA$144,000 - CA$180,000•Remote

About The Position

Airbnb is seeking a Global Delivery Excellence, Sr Manager, to support the global Delivery function. This is a full time position based in US or Canada. As a Senior Manager, Global Delivery Excellence, you will be responsible for developing & driving sustainable operating models for Delivery, guiding the evolution of Delivery, and highly contributing or effectively owning various strategic initiatives that span across product, process and people.

Requirements

12+ years of progressive experience in contact center or customer service operations, with a track record of driving strategy, operational optimization, and data- and technology-driven programs
BA/BS degree or equivalent practical experience
Strong people leadership and team management skills, including comfort with giving and receiving feedback, handling complex employee and talent matters, and a track record of upskilling team members and building a strong talent pipeline
Experience translating big picture goals and strategy into implementable and concrete actions for your teams
Experience working in global teams at scale in fast-paced environments where ambiguity & change are the norm
Strong interpersonal and teamwork skills – ability to work collaboratively & consultatively across cross-functional partner organizations (from product and engineering to workforce, training, and delivery operations)
Excellent business partnering, influencing, and presentation skills (written & verbal)
Experience designing team structures & organizational setup, with the ability to design, implement & iterate
Strong analytical skills & deep understanding of data across the entire agent & customer journey
Ability to identify key priorities, allocate resources appropriately, and report back on impact
Ability to travel approximately 15–20% of the time; flexibility to support business needs outside standard hours as required

Responsibilities

Build and nurture an engaged & diverse team of Delivery Excellent experts, high performing ICs & People Managers
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
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
Build relationships & connections with the broader CS network to be able to bring the delivery voice at the table as early as possible
Be a facilitator & an enabler whose objective is to ensure the smooth & successful operationalization of critical CS programs
Keep track of all those initiatives across your teams and within Delivery as a whole and report back in an effective & streamlined manner to Delivery leadership
Ensure a proper collaboration & effective launch of strategic initiatives working closely with operations teams managing partners & internal teams across the network
Define & manage the Global Delivery Operating System at a leadership level
Define & run key forums for our leadership teams - staff meeting, Delivery priorities forum, potential leadership gatherings
Responsible for understanding what is happening across CS & how / when this will impact our delivery teams; be the connector for our leadership team including our Sr Director
Coordinate across our teams to ensure we properly report on our business results & impacts, collaborating cross-functionally with key teams across CS (BizOps, CSA)
Lead or oversee key programs & initiatives for Global Delivery
Define & drive an optimization roadmap for our teams, helping structure & scale ways of working
Collaborate & evolve the strategic alignment /engagement model with Global Ops delivery teams
Support day to day operation
Ensure our teams properly support internal operations with day to day subject matter expertise & completion of various supporting tasks
Drive consistency & scalability in how we run our internal operations constantly looking for opportunities to streamline the way we work