94K–117K CAD / year
Delivery Excellence Manager
OperationsRemote — Canada
Published on 2026-10-14
These details were extracted automatically from the original listing. They may not be complete or fully up to date — it's worth checking the original job post.
About this role
Airbnb is seeking a Delivery Excellence Manager to lead a team of Team Specialists within Premium Support. The role involves managing and developing a team, implementing structured processes, and driving operational improvements while utilizing AI tools.
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
Community Support organization
What you'll do
- Manage and coach a team of 7-8 specialists
- Oversee operations and administration tasks
- Drive projects that scale operations
- Nurture an engaged and diverse team
- Implement workflow improvements
- Lead team through systematic changes
- Facilitate performance insights
What we're looking for
- 8+ years in contact center or customer service operations
- Direct people management experience
- BA/BS degree required; MBA preferred
- Background in customer service operations
- Knowledge of hospitality and premium support
- Experience with AI tools
- Change management skills
- Excellent communication skills
Nice to have
- Structured project management experience
- Familiarity with NICE or similar tools
- Experience working with EMEA teams