Senior Manager, Global Delivery Excellence

Airbnb

Senior Manager responsible for developing & driving sustainable operating models for Global Delivery at Airbnb. Collaborating across stakeholders to optimize customer support initiatives and operate effectively.

Posted 6/15/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $176,000 - $220,000 per yearWebsite

About the role

Key responsibilities & impact

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
Lead or oversee key programs & initiatives for Global Delivery
Support day to day operation

Requirements

What you’ll need

12+ years of progressive experience in contact center or customer service operations, with a track record of driving strategy, operational optimization, and data- and technology-driven programs
BA/BS degree or equivalent practical experience
Strong people leadership and team management skills, including comfort with giving and receiving feedback, handling complex employee and talent matters, and a track record of upskilling team members and building a strong talent pipeline
Experience translating big picture goals and strategy into implementable and concrete actions for your teams
Experience working in global teams at scale in fast-paced environments where ambiguity & change are the norm
Strong interpersonal and teamwork skills – ability to work collaboratively & consultatively across cross-functional partner organizations (from product and engineering to workforce, training, and delivery operations)
Excellent business partnering, influencing, and presentation skills (written & verbal)
Experience designing team structures & organizational setup, with the ability to design, implement & iterate
Strong analytical skills & deep understanding of data across the entire agent & customer journey
Ability to identify key priorities, allocate resources appropriately, and report back on impact
Ability to travel approximately 15–20% of the time; flexibility to support business needs outside standard hours as required.

Benefits

Comp & perks

This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

operational optimizationdata-driven programscustomer service operationsteam structure designorganizational setupanalytical skillstalent developmentfeedback managementstrategic initiative managementprogram oversight

Soft Skills

people leadershipteam managementinterpersonal skillscollaborationconsultative skillsbusiness partneringinfluencing skillspresentation skillsflexibilityproblem-solving

Certifications

BA/BS degree