94K–117K CAD / year
Gestionnaire, Excellence de la prestation de services
OperationsRemote — Ontario, Canada, Quebec, 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 Service Excellence Manager to lead a team of specialists in Premium Support. This role involves managing team development, enhancing operations, and guiding the transition to a more structured approach.
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.
What you'll do
- Lead and mentor a team of 7-8 specialists across Canada and EMEA.
- Develop workflows and improve processes using tools like Slack.
- Oversee scheduling and administrative tasks in collaboration with Workforce Planning.
- Drive larger project management initiatives and improvements.
- Ensure team meets quality and performance targets.
- Support the development and inclusion efforts of the team.
What we're looking for
- 8+ years in contact center or customer service operations.
- Direct experience in people management and team development.
- Bachelor's degree required; MBA preferred.
- Solid understanding of customer service operations.
- Familiarity with hospitality or premium support environments.
- Experience with AI tools in day-to-day work.
Nice to have
- Experience in structured project management.
- Familiarity with Airtable or similar tools.
- Knowledge of NICE or workforce management tools.
- Experience with EMEA teams.