The posting, in Airbnb's own words
archived Oct 30, 2026Airbnb 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 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.
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A Typical Day:
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