Delivery Excellence Manager

Ontario, Canada · Remote · CAD 94,000-117,000 / year · 8+ years experience · Remote · Posted Oct 14, 2026

At a glance

Airbnb is seeking a Delivery Excellence Manager to join the Community Support organization and lead a team of Team Specialists within Premium Support.
This is a new, full-time people manager position based in Canada East - Remote, managing a team of 7-8 Team Specialists across Canada and EMEA.
The role involves coaching and developing team members, helping transition the team to a regionalized operation, and driving projects that scale operations.

Build and nurture an engaged, diverse team of seven to eight Team Specialists across Canada and EMEA.
Coach and uplevel Team Specialists, supporting and challenging them to meet and exceed expectations.
Mentor Team Specialists into larger project management initiatives, creating development paths and stretch assignments.
Identify and implement workflow improvements, maintain and improve Slack-based processes, and bring insights back to leadership.
Oversee scheduling, including maintaining NICE and related spreadsheets and managing the scheduling inbox.
Set and track targets for the quality, volume and turnaround of consult output.
Build a systematic, capacity-based approach to work intake and distribution and balance workloads fairly across the team.
Lead and coach Team Specialists to run fully structured projects, including process design, communications, change management plans and success tracking.
Drive automation and scaling initiatives, including AI-enabled tools that replace manual, spreadsheet-based processes.
Own and manage end-to-end people strategy and operations including hiring, onboarding, talent development, and people engagement/wellness/morale.

8+ years of progressive experience in contact center or customer service operations, including increasing responsibilities in strategy, operations optimization, and involvement in data and technology-driven programs.
Direct people management experience, including coaching, performance management and developing team members.
BA/BS degree required.
Background in customer service operations, with an in-depth understanding of how agents and managers work at scale and how to run operations effectively.
Hospitality or premium tier support knowledge, with a clear sense of what good looks like in supporting frontline teams.
AI fluency: active use of AI tools in your day-to-day work, with comfort leading a team that is rapidly adopting AI in its workflows.
Change management skills, with the ability to lead a team through a transition from informal to structured ways of working.
Ability to work weekend days and on-call required, with flexibility to adjust your hours to overlap with team members in EMEA.

Structured project management (PMO) experience, including process documentation and scaling operations
Experience with Airtable or similar tools
Familiarity with NICE or similar workforce management tools
Experience working with EMEA teams or managing across time zones
MBA or equivalent Master’s degree strongly preferred

Canada - Remote East Eligible
Occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager
Flexibility to adjust hours to overlap with team members in EMEA