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Delivery Excellence Manager

Airbnb· Community Support
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Hybrid (Canada East)CA$94k - CA$117kfull-timePosted 1w ago

About the role

Delivery Excellence Manager in Canada East (Remote) leading a team of 7-8 Team Specialists across Canada and EMEA within Premium Support. Focus on SME work, operations and administration, and projects, with formalizing processes, change management, and AI-enabled workflows.

Responsibilities

  • Lead the team's subject matter expertise (SME) work as the frontline for Premium Support
  • Build and nurture an engaged, diverse team of seven to eight Team Specialists across Canada and EMEA
  • Coach and uplevel Team Specialists, supporting and challenging them to meet and exceed expectations
  • Mentor Team Specialists into larger project management initiatives
  • Create development paths and stretch assignments for cross-functional projects
  • Identify and implement workflow improvements, maintain and improve Slack-based processes, and bring insights back to leadership
  • Oversee scheduling and administration in partnership with Workforce Planning
  • Set and track targets for quality, volume and turnaround of consult output
  • Balance workloads fairly across the team using a systematic, capacity-based approach to work intake and distribution
  • Lead the team’s SME work as frontline for Premium Support, overseeing consults and refresher sessions
  • Run operations and administration including scheduling, NICE spreadsheets, and scheduling inbox
  • Identify and implement workflow improvements and maintain Slack-based processes
  • Drive fully structured projects including process design, communications, change management plans and success tracking
  • Drive automation and scaling initiatives, including AI-enabled tools
  • Provide performance insights to Premium Support leaders to support coaching and improvement
  • Own and manage end-to-end people strategy and operations (hiring, onboarding, development, engagement, wellness)
  • Lead the team through change as it moves to formal, regionalized processes
  • Balance day-to-day management and overlap with EMEA as needed

Qualifications

  • 8+ years of progressive experience in contact center or customer service operations with strategy and operations optimization
  • Direct people management experience (coaching, performance management, development)
  • BA/BS degree required; MBA or equivalent Master’s strongly preferred
  • Background in customer service operations at scale
  • Hospitality or premium tier support knowledge
  • AI fluency and active use of AI tools in day-to-day work; comfortable leading a team adopting AI
  • Change management skills; ability to lead through transition from informal to structured ways of working
  • Ability to translate big-picture goals into actionable steps for teams
  • Strong stakeholder communication skills across engineers, product, analytics, and frontline teams
  • Experience in global, fast-paced environments with ambiguity
  • Excellent communication and documentation skills for cross-functional and leadership audiences
  • Ability to drive strategic initiatives with influencing and stakeholder management
  • Strong work ethic, positivity, professionalism, confidentiality and good judgment
  • Comfort with conflict, feedback, and talent management
  • Cultural competency and commitment to diversity and inclusion
  • Ability to work weekend days and on-call with overlap with EMEA
  • Nice to have: PMO/structured project management experience, Airtable or similar tools, NICE or workforce management tools, experience with EMEA teams or cross-time-zone management

Skills

Required:People leadershipProject managementOperations managementAI tooling

Benefits

  • Reasonable accommodations available during recruitment
  • Base pay range: CAD 94,000—117,000 per year
  • Eligible for bonus, equity, benefits, and Employee Travel Credits
  • Office presence optional with Canada East Remote eligibility
Last updated Oct 22, 2026. Interested? Apply on the company site.
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About Airbnb

Book accommodations around the world.

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodations around the world — online or from a mobile phone. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 33,000 cities and 192 countries. And with world-class customer service and a growing community of users, Airbnb is the easiest way for people to monetize their extra space and showcase it to an audience of millions. No global movement springs from individuals. It takes an entire team united behind something big. Together, we work hard, we laugh a lot, we brainstorm nonstop, we use hundreds of Post-Its a week, and we give the best high-fives in town. Headquartered in San Francisco, we have satellite offices in Dublin, London, Barcelona, Paris, Milan, Copenhagen, Berlin, Moscow, São Paolo, Sydney, and Singapore.

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