Delivery Excellence Manager

Who you are

• 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
• 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

What the job involves

• 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
• 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

Benefits

• Paid volunteer time
• Health food and snacks
• Generous parental and family leave
• Learning and development
• Annual travel and experiences credit