Airbnb · 2 days ago
CS Delivery Excellence Manager
United States
Full-time
Remote
Senior Level, Lead/Staff
CA$112K/yr - CA$140K/yr
10+ years expAirbnb is a global company that connects hosts and guests through unique stays and experiences. They are seeking a CS Delivery Excellence Manager who will drive optimization initiatives within Global Delivery and contribute to the operationalization of strategic Customer Support programs.
HospitalityMarketplaceMobile AppsPropTechTravelTravel Accommodations
Responsibilities
Influence upstream service and product design to enable effective operationalization and efficient, successful operations
Ensure the frontline teams’ voice is included at every stage of developing new services, workflows, and tools, demonstrating thorough knowledge of people, product, and process impacts on operational performance
Support operations leaders globally in driving and managing performance, working closely with key CS stakeholders (CSA, analytics, data BI, Product) to establish an effective and scalable environment through appropriate tools, metrics, and reporting
Coordinate and lead key meetings to drive the implementation and success of the global delivery operating system
Foster a strong and efficient performance management culture within the delivery team and partner sites, from leadership to ambassadors
Lead performance management and operations improvement initiatives across the delivery organization
Demonstrate strong leadership on important issues such as Diversity & Belonging, Allyship, Ethics, Compliance, and maintaining high standards of service to the company
Leverage root cause analysis and a deep understanding of metrics and behaviors to effectively prioritize initiatives and achieve overall KPIs
Create performance management playbooks, training programs, and onboarding plans
Help establish career frameworks for teams in close collaboration with Talent
Lead management summits and engage with senior stakeholders across Delivery to drive engagement and establish a high-performance culture
Qualification
Required
10+ years of progressive experience in contact center or customer service operations, including increasing responsibilities in strategy, operations optimization, and involvement in data- and technology-driven programs
BA/BS degree required; MBA or equivalent Master's degree strongly preferred
Proven experience translating big-picture goals and strategy into actionable plans and driving strategic initiatives through influence and stakeholder management
Exceptional communication and collaboration skills, with the ability to adapt style for diverse audiences including engineers, product teams, analytics, frontline teams, and executive leadership. Skilled in formalizing documents and presentations for broad or senior audiences
Highly organized and resourceful; skilled at multitasking, attention to detail, and follow-through, even in ambiguous situations
In-depth, data-driven understanding of customer service operations, with expertise in root cause analysis, process optimization, and continuous improvement approaches
Experienced working in global teams at scale, thriving in fast-paced environments where ambiguity and change are common
Strong work ethic with a proactive approach, professionalism, confidentiality, sound judgment, and the ability to handle conflict, provide and receive feedback, and manage employee or Talent issues
Deep cultural competency and a commitment to diversity and inclusion
Ability to work weekend days and participate in on-call rotations as required
Benefits
Bonus
Equity
Benefits
Employee Travel Credits
Company
Airbnb
Airbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet.
5001-10000 employees
H1B Sponsorship
Airbnb has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (234)
2024 (176)
2023 (160)
2022 (270)
2021 (250)
2020 (274)
Funding
Current Stage
Public CompanyTotal Funding
$6.44BKey Investors
VERSO CapitalJP Morgan ChaseFirstMark
2020-12-10IPO
2020-04-14Debt Financing· $1B
2020-04-06Private Equity· $1B
Leadership Team
Brian Chesky
Co-founder & CEO
Nathan Blecharczyk
Co-founder / Chief Strategy Officer
Recent News
2026-01-20
2026-01-17
Company data provided by crunchbase