Delivery Manager • Mid-Level

Who you are

You have substantial experience in customer service and team management — you've successfully led teams of 10-15 individuals, demonstrating your ability to coach and uplift your team members. Your analytical skills are top-notch, allowing you to track performance trends effectively using tools like SQL, Excel, and Tableau. You are adaptable and responsive in fast-paced environments, maintaining a high level of professionalism and confidentiality. Your organizational skills enable you to balance real-time and planned work efficiently, ensuring that your team meets the highest standards of service.

Desirable

Experience in the hospitality industry is a plus, as is familiarity with customer service platforms. You are committed to fostering an inclusive environment and believe in the power of diverse ideas to drive innovation.

What you'll do

As a Delivery Manager at Airbnb, you will oversee the operational environment for your teams, ensuring they provide high-quality support to the community. You will manage one or more internal customer service functions, guiding your ambassadors to deliver exceptional service. Your role will involve analyzing performance metrics and trends, using tools like Tableau and SQL to inform your strategies. You will also be responsible for coaching your team, helping them develop their skills and improve their service delivery.

You will work closely with other operational leaders to ensure alignment on goals and objectives, fostering a collaborative environment where your team can thrive. Your ability to remain calm under pressure will be crucial as you navigate challenges and adapt to changing circumstances. You will also play a key role in implementing best practices and processes that enhance the overall customer experience.

What we offer

Airbnb is committed to creating a diverse and inclusive workplace. We encourage you to apply even if your experience doesn't match every requirement. You will have the opportunity to work in a dynamic environment where your contributions will directly impact the Airbnb community. We offer competitive compensation and benefits, along with opportunities for professional growth and development within the company. Join us in making travel more accessible and enjoyable for everyone.