Senior Manager, Global Delivery Excellence

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join: Airbnb is seeking a Global Delivery Excellence, Sr Manager, to support the global Delivery function. This is a full time position based in US or Canada. As a Senior Manager, Global Delivery Excellence, you will be responsible for developing & driving sustainable operating models for Delivery, guiding the evolution of Delivery, and highly contributing or effectively owning various strategic initiatives that span across product, process and people. The Difference You Will Make: Over the course of a progressing career, you have developed a large set of skills that enable you to assess & understand operations set up from a technical, a process improvement & a performance management standpoint. You are comfortable with simplifying complex notions, driving critical outcomes & operationalizing at scale. You can collaborate effectively across multiple stakeholders, including senior leaders, and have a passion to make the frontline voice heard & accounted for in everything we do. A Typical Day: Build and nurture an engaged & diverse team of Delivery Excellent experts, high performing ICs & People Managers: • 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 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 • Build relationships & connections with the broader CS network to be able to bring the delivery voice at the table as early as possible • Be a facilitator & an enabler whose objective is to ensure the smooth & successful operationalization of critical CS programs • Keep track of all those initiatives across your teams and within Delivery as a whole and report back in an effective & streamlined manner to Delivery leadership • Ensure a proper collaboration & effective launch of strategic initiatives working closely with operations teams managing partners & internal teams across the network Define & manage the Global Delivery Operating System at a leadership level • Define & run key forums for our leadership teams - staff meeting, Delivery priorities forum, potential leadership gatherings • Responsible for understanding what is happening across CS & how / when this will impact our delivery teams; be the connector for our leadership team including our Sr Director • Coordinate across our teams to ensure we properly report on our business results & impacts, collaborating cross-functionally with key teams acros

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