76K–95K EUR / year
Delivery Excellence Manager
OperationsWorkplace — Ireland
Published on 2026-10-30
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About this role
Lead operational excellence initiatives across Airbnb’s global Customer Support Delivery function. The role combines people management with performance improvement, strategic program implementation, and the development of consistent ways of working across internal teams and partner sites.
About the company
Airbnb is a global online marketplace that connects travelers with hosts offering unique accommodations and experiences in various destinations. The platform serves individuals seeking short-term lodging as well as hosts looking to monetize their properties.
The team
Global Delivery function
What you'll do
- Drive operational improvement initiatives and support strategic Customer Support programs from design through frontline launch
- Represent frontline needs in the design of services, workflows, tools, and product features
- Partner with operations leaders and cross-functional stakeholders to improve performance measurement, reporting, and operational outcomes
- Coordinate strategic initiatives and meetings supporting the Global Delivery Operating System
- Develop performance management playbooks, training, onboarding plans, and career frameworks
- Lead and develop a diverse team, including hiring, onboarding, talent development, and engagement
What we're looking for
- 10+ years of progressive operations experience
- Experience translating strategy into concrete operational plans
- Strong understanding of customer service operations, performance management, and data-driven root-cause analysis
- Experience leading teams and strategic initiatives in global, fast-paced, ambiguous environments
- Strong communication, organization, stakeholder management, and people leadership skills
- Bachelor’s degree; an MBA or equivalent master’s degree is strongly preferred
- Availability to work weekend days and be on call
Nice to have
- Experience with data- and technology-driven programs
- Experience in strategy and operations optimization
Benefits
- Bonus eligibility
- Equity eligibility
- Employee Travel Credits