- 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 Service Delivery Excellence Manager. This is a new full-time, remote position based in Eastern Canada. You will lead a team of 7 to 8 team specialists located in Canada and the EMEA region. Your focus will be on coaching, performance management, and development across subject matter expertise, operations, administration, and projects.
You will help the team transition from a small, self-managed group to a larger regionalized structure with more formal systems and processes. This includes defining how work is requested, assigned, and tracked.
Responsibilities
- Lead subject matter expertise (EM) work as the first line of Premium Support.
- Build and grow a diverse team of 7-8 specialists in Canada and EMEA.
- Coach team members to enhance skills and exceed expectations.
- Guide specialists toward larger project management initiatives and create development paths.
- Identify and implement workflow improvements and maintain Slack-based processes.
- Manage operations and administration in partnership with Workforce Planning.
- Supervise schedule planning, including NICE and related spreadsheets.
- Set and track targets for quality, volume, and turnaround times.
- Lead structured projects, including process design and change management plans.
- Pilot automation and scaling initiatives, including AI tools to replace manual processes.
- Share performance insights with Premium Support leaders to support coaching and improvement.
- Manage end-to-end people strategy, including hiring, onboarding, and engagement.
- Accompany the team through change from informal to formalized work structures.
- Adjust your schedule to overlap with EMEA team members as needed.
Requirements
- At least 8 years of progressive experience in contact center or customer service operations.
- Direct experience in people management, including coaching, performance management, and development.
- Bachelor’s degree required; MBA or equivalent master’s degree strongly preferred.
- Experience in customer service operations with a deep understanding of agent and manager workflows at scale.
- Knowledge of hospitality or Premium support levels.
- Active use of AI tools in daily work and comfort leading a team adopting AI.
- Change management skills to guide teams from informal to structured workflows.
- Ability to translate high-level goals into concrete, achievable measures.
- Strong communication skills to collaborate with stakeholders from engineering to executive leadership.
- Experience working in large-scale global teams in evolving environments.
- Ability to structure documents and presentations for cross-functional work or executive audiences.
- Strong work ethic, proactivity, professionalism, and confidentiality.
- Ability to manage conflicts, give and receive feedback, and handle employee issues.
- Cultural competence and commitment to diversity and inclusion.
- Ability to work weekends and shifts as required, with flexibility to overlap with EMEA hours.
- Must reside in a province where Airbnb Canada, Inc. has a registered entity (currently Alberta, Ontario, British Columbia, Quebec, or Saskatchewan).
Pay and benefits
- Annual base pay range: CAD 94,000 – 117,000.
- Eligible for bonus, equity, benefits, and Employee Travel Credits.
- Remote work from Eastern Canada.
- Occasional office visits or off-site meetings may be required.
How to apply
Apply directly on Airbnb’s own careers website. Omadaily never charges job seekers.
