Airbnb

Connects travelers with stays and local activities

Delivery Excellence Manager

Business OperationsConfirmed live in the last 24 hours

Full-timeIreland

About the Job

Requirements

A minimum of 10 years of progressive experience in operations.
Experience translating broad goals and strategy into implementable actions for teams.
Ability to communicate effectively with stakeholders across engineering, product, process improvement, and analytics, adapting communication for frontline teams and executive leadership.
Progressive operational responsibilities involving strategy and operations optimization; involvement in data- and technology-driven programs is a plus.
Experience working in global teams at scale in fast-paced environments where ambiguity and change are common.
A Bachelor of Arts or Bachelor of Science degree is required.
Ability to work weekend days and be on call is required.
Strong leadership and team management skills.
Ability to organize and manage multiple tasks with attention to detail and follow-through in ambiguous situations.
A data-driven approach and ability to conduct root cause analysis at scale.
In-depth understanding of customer service operations and how agents and managers work at scale.
Ability to identify opportunities to optimize and improve existing ways of working.
Communication skills for collaborating with stakeholders and maintaining team transparency.
Ability to prepare documents and presentations for cross-functional work, senior leadership, and large audiences.
Ability to drive strategic initiatives through influence and stakeholder management.
Ability to handle conflict, give and receive feedback, and address employee and Talent issues.
Cultural competency and commitment to fostering diversity and inclusion within the team.

Responsibilities

Bring operational expertise to Customer Support initiatives and represent frontline teams.
Influence service and product design upstream to enable effective operationalization and efficient, successful operations.
Ensure frontline team perspectives are included throughout development of new services, workflows, and tools, applying knowledge of impacts on people, products, and processes and operational performance.
Support global operations leaders in driving and managing performance, working with Customer Support stakeholders, analytics, data business intelligence, and Product to establish scalable tools, operations metrics, and reporting.
Coordinate key strategic initiatives and help shape and manage the Global Delivery Operating System.
Coordinate and lead key meetings to drive implementation and success of the Global Delivery Operating System.
Foster a strong performance management culture within delivery teams and partner sites, from leadership to ambassadors.
Lead performance management and operations improvement initiatives across the delivery organization.
Demonstrate leadership on Diversity and Belonging, Allyship, Ethics, Compliance, and service standards.
Use root cause analysis and metrics and behavior insights to prioritize initiatives that achieve overall key performance indicators.
In collaboration with Delivery Leadership, evolve internal and partner management teams through standardization, upskilling, and cross-skilling.
Create performance management playbooks, training, and onboarding plans.
Help establish career frameworks in collaboration with Talent.
Lead management summits and engage senior Delivery stakeholders to drive engagement and a high-performance culture.
Own and manage end-to-end people strategy and operations, including hiring, onboarding, talent development, engagement, wellness, and morale.
Support and challenge team members to enable individual and team professional success and achievement of expectations.
Handle day-to-day management.

Desired Qualifications

An MBA or equivalent Master's degree is strongly preferred.
Involvement in data- and technology-driven programs is a plus.

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 Difference You will Make:

Airbnb is seeking a CS Delivery Excellence Manager to support the global Delivery function. This is a full time position based in Ireland. The Delivery Excellence Manager role is a people manager position. They own and drive optimization initiatives within Global Delivery (design & launch of a competency framework, review of teams ways of working, …) as well as contribute to the successful operationalization of strategic CS programs within our frontline teams (operationalization of a new service line / channel, launch of product features, change in a workflow / training, ….)

They need a high level of expertise in managing operational teams, performance management, project management, and a deep understanding of customer service operations from a product, process & people standpoint.

A Typical Day:

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,
Ensure the frontline teams voice is included at each step of the development of new services, workflows & tools demonstrating a wide & deep knowledge of people, product & process impacts on operational performance
Support operations leaders globally in driving & managing performance working closely with key CS stakeholders (CSA, analytics, data BI, Product) to establish an effective & scalable environment (right tool, right suite of ops metrics, right reporting, ….)

Help shape & manage the Global Delivery Operating System by coordinating key strategic initiatives

Coordinate and lead key meetings to drive the implementation & success of the global delivery operating system
Be a driver in fostering a strong and efficient performance management culture within our delivery team and partner sites from leadership to ambassadors
Lead performance management & operations improvement initiatives across the delivery org
Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company
Leverage root cause analysis & deep understanding of metrics & behaviors to know what to go after & what to prioritize to achieve our overall KPIs

Design & Execute in collaboration with Delivery Leadership the evolution of our internal & partner management teams through standardization, upskilling & cross-skilling

Create performance management playbooks, training, on-boarding plans, ….
Help establishing career frameworks for our teams in close collaboration with Talent
Lead management summits & engage with senior stakeholders across Delivery to drive engagement & the establishment of a high performance culture

Build and nurture an engaged & diverse team

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
Keep up with day-to-day management

Your Expertise:

Your background & experience

A minimum of 10+ years of progressive experience in operations
Experience translating big picture goals and strategy into implementable and concrete actions for your teams
Ability to “speak the language” of various stakeholders within the organization (from engineers to product to process improvement to analytics) with a capacity to adapt communication to frontline teams or executive leadership
Progressive responsibilities in an operational set up with responsibilities held in strategy & operations optimizations as well, involvement in data & tech driven programs a plus
Has worked in global teams at scale in fast paced environments where ambiguity & changes are the norm rather than the exception
BA/BS degree; an MBA or equivalent Masters is strongly preferred.
Ability to work weekend days and on-call required

Your skills & expertise

Exceptional leadership and team management skills (required for manager role)
Incredibly organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
Data driven approach & ability to root cause analyze at scale
In-depth understanding of customer service operations & how agents / managers work at scale
Constantly looking for ways to optimize and improve the status quo & how we work
Excellent communication skills for collaborating with stakeholders and ensuring transparency within the team
Ability to formalize documents & decks to either work cross-functionally or present to senior leadership or vast audiences
Ability to drive strategic initiatives within the organization exercising deep influential skills & stakeholder management
Strong work ethic, proactive, exhibits positivity, professionalism, confidentiality and good judgment
Comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
Cultural competency and a strong commitment to fostering diversity and inclusion within the team.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Ireland Annual Pay Range

€76.000—€95.000 EUR

Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @airbnb.com or @ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We’ll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.

Ireland Annual Pay Range 76000 - 95000 EUR

About the Company

Airbnb

Connects travelers with stays and local activities

Airbnb runs an online marketplace where travelers book places to stay, local activities and personal services from hosts. Listings range from rooms in shared homes to entire properties and independent hotels, giving guests alternatives to conventional hotel stays. Hosts set prices and availability, while guests search by destination, compare listings and book through the website or mobile app. The platform handles payments and messaging, and earns service fees on reservations rather than renting out properties it owns; hosts receive payouts for the stays, experiences or services they arrange. Airbnb was founded in 2007 and has its headquarters in San Francisco, California.

Company size: 5,001-10,000
Company stage: IPO
Headquarters: San Francisco, CA
Founded: 2007

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