Customer Operations • Mid-Level

Who you are

You have a strong background in operational excellence and customer support, bringing expertise to enhance service delivery and optimize processes. Your experience includes designing and implementing frameworks that improve team performance and operational efficiency. You are skilled in collaborating with various stakeholders to ensure that customer support initiatives align with business goals. You understand the importance of standardization and upskilling in enhancing team capabilities and driving success. You are a proactive communicator, able to represent frontline teams effectively and influence service and product design.

What you'll do

As the CS Delivery Excellence Manager, you will own and drive optimization initiatives within the Global Delivery function. This includes designing and launching a competency framework and reviewing teams' ways of working to enhance efficiency. You will contribute to the operationalization of strategic customer support programs, ensuring that new service lines and product features are successfully integrated into frontline operations. Your role will involve coordinating key strategic initiatives in collaboration with Delivery Leadership, focusing on the evolution of internal and partner management teams through standardization and cross-skilling. You will influence upstream service and product design to enable effective operationalization and ensure successful operations.

What we offer

Airbnb offers a competitive salary range of $112,000—$140,000 CAD annually, along with potential bonuses, equity, and benefits. You will be part of a dynamic team that values innovation and collaboration, contributing to a mission that connects communities through unique stays and experiences. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.