Delivery Excellence Manager, Airbnb
€76-95k
Community marketplace for holiday accomodation
Be an early applicant
Community marketplace for holiday accomodation
1001+ employees
Be an early applicant
€76-95k
1001+ employees
Company mission
To create a world where anyone can belong anywhere.
Role
Who you are
- A minimum of 10+ years of progressive experience in operations
- Experience translating big picture goals and strategy into implementable and concrete actions for your teams
- Ability to “speak the language” of various stakeholders within the organization (from engineers to product to process improvement to analytics) with a capacity to adapt communication to frontline teams or executive leadership
- Progressive responsibilities in an operational set up with responsibilities held in strategy & operations optimizations as well, involvement in data & tech driven programs a plus
- Has worked in global teams at scale in fast paced environments where ambiguity & changes are the norm rather than the exception
- BA/BS degree; an MBA or equivalent Masters is strongly preferred
- Ability to work weekend days and on-call required
- Exceptional leadership and team management skills (required for manager role)
- Incredibly organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
- Data driven approach & ability to root cause analyze at scale
- In-depth understanding of customer service operations & how agents / managers work at scale
- Constantly looking for ways to optimize and improve the status quo & how we work
- Excellent communication skills for collaborating with stakeholders and ensuring transparency within the team
- Ability to formalize documents & decks to either work cross-functionally or present to senior leadership or vast audiences
- Ability to drive strategic initiatives within the organization exercising deep influential skills & stakeholder management
- Strong work ethic, proactive, exhibits positivity, professionalism, confidentiality and good judgment
- Comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
- Cultural competency and a strong commitment to fostering diversity and inclusion within the team
What the job involves
- 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
- Coordinate and lead key meetings to drive the implementation & success of the global delivery operating system
- Be a driver in fostering a strong and efficient performance management culture within our delivery team and partner sites from leadership to ambassadors
- Lead performance management & operations improvement initiatives across the delivery org
- Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company
- Leverage root cause analysis & deep understanding of metrics & behaviors to know what to go after & what to prioritize to achieve our overall KPIs
- Design & Execute in collaboration with Delivery Leadership the evolution of our internal & partner management teams through standardization, upskilling & cross-skilling
- Create performance management playbooks, training, on-boarding plans, …
- Help establishing career frameworks for our teams in close collaboration with Talent
- Lead management summits & engage with senior stakeholders across Delivery to drive engagement & the establishment of a high performance culture
- Build and nurture an engaged & diverse team
- Own and manage end-to-end people strategy and operations. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale
- Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations
- Keep up with day-to-day management
Our take
When Airbnb was originally founded, the product helped customers book air mattresses on people's apartment floors. Since then, Airbnb has had over a billion customers hosted through its platform. With more than 4 million registered hosts worldwide, it has grown into a major player in the hospitality sector.
Airbnb has been successful in disrupting the traditional holiday lettings sector. Before it existed accommodation was limited to hotels and bed and breakfasts, but Airbnb has mainstreamed the idea of renting out spare rooms or even entire homes. It has created a new sector of hosts purchasing properties to rent out on the platform and provides a level of flexibility and a range of offerings not previously possible for travelers.
Perhaps a victim of its own success, by 2022 supply of Airbnb-listed properties began to outstrip demand in some markets, as hosts overestimated the appetite for domestic travel. However, the company is still posting strong financials and has unveiled new tools to support its hosts in a tougher rental market. With a healthy bottom line and a huge user base, Airbnb is very likely to overcome the current market turbulence and continue its growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
25% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Apr 2020
$500m
GROWTH EQUITY VC
Mar 2017
$447.8m
SERIES F
Total funding: $3.8bn
Company benefits
- Paid volunteer time
- Health food and snacks
- Generous parental and family leave
- Learning and development
- Annual travel and experiences credit
Company HQ
Showplace Square, San Francisco, CA
Leadership
Brian Chesky
(Co-Founder & CEO)Previously an Industrial Designer, studying at Rhode Island School of Design.
Nathan Blecharczyk
(Co-Founder & CSO)Studied Computer Science at Harvard, and had around 4 years of professional Software Engineering experience before founding Airbnb, including interning at Microsoft.
Joe Gebbia
(Co-Founder)Also studied Industrial Design at Rhode Island, and previously founded various design-related startups
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