- Company: Airbnb
- Location: Ontario, Canada; Quebec, Canada
- Job type: Full-time
- Salary: CAD 94,000 – 117,000
About the role
Join Airbnb’s Community Support organization as a Delivery Excellence Manager. This is a new, full-time people management position based in Canada East (Remote). You will lead a team of seven to eight Team Specialists across Canada and EMEA. Your focus will be on coaching staff, improving operational processes, and helping the team transition from a self-organizing group to a more structured, regionalized operation.
Responsibilities
- Coach and develop Team Specialists in subject matter expertise, operations, and project management.
- Build a systematic approach to work intake and distribution to ensure fair workload balance.
- Manage scheduling, quality targets, and turnaround times for support consults.
- Lead structured projects, including process design and change management plans.
- Drive automation initiatives, including the adoption of AI-enabled tools to replace manual processes.
- Own end-to-end people strategy, including hiring, onboarding, and talent development.
- Collaborate with Workforce Planning and bring performance insights to senior leadership.
Requirements
- 8+ years of progressive experience in contact center or customer service operations.
- Direct people management experience, including coaching and performance management.
- BA/BS degree required; MBA or equivalent Master’s degree strongly preferred.
- Active use of AI tools in day-to-day work and comfort leading teams adopting AI.
- Experience leading teams through change from informal to structured ways of working.
- Strong communication skills for collaborating with diverse stakeholders.
- Ability to work flexible hours to overlap with EMEA team members.
- Must live in a province where Airbnb Canada, Inc. has a registered entity (currently Alberta, Ontario, British Columbia, Quebec, and Saskatchewan).
Pay and benefits
- Annual base pay range: CAD 94,000 – 117,000.
- Eligible for bonus, equity, benefits, and Employee Travel Credits.
- Remote work with occasional office attendance or offsites as agreed with your manager.
How to apply
Apply directly on Airbnb’s own careers website. Omadaily never charges job seekers.
