[Remote] CS Delivery Excellence Manager

Note: The job is a remote job and is open to candidates in USA. Airbnb 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. 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 Skills • 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 Overview • Airbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet. It was founded in 2008, and is headquartered in San Francisco, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.airbnb.com. Company H1B Sponsorship • Airbnb has a track record of offering H1B sponsorships, with 234 in 2025, 176 in 2024, 160 in 2023, 270 in 2022, 250 in 2021, 274 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job Apply To this Job