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Delivery Excellence Manager
Airbnb · Ireland · Posted 6 days ago
The Difference You will Make:
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
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This posting is sourced from Airbnb's own career site — applying takes you there directly.
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There are 227 open roles at Airbnb right now. This role centers on Operations Management, Performance Management, Project Management, and Customer Service Operations.
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