Gestionnaire, Excellence de la prestation de services

Ontario, Canada · Canada · CAD 94,000-117,000 / year · Posted Oct 14, 2026

At a glance

Airbnb is looking for a Service Delivery Excellence Manager to join its Community Support organization and lead a team of specialists within Premium Support.
This is a new, full-time people management role based remotely in Eastern Canada, managing a team of 7 or 8 specialists across Canada and the EMEA region.

Build and grow an engaged and diverse team of seven or eight team specialists in Canada and the EMEA region.
Coach team specialists and elevate their skills, supporting and challenging them to meet and exceed expectations.
Guide team specialists toward larger project management initiatives, creating development pathways and developmental assignments.
Identify and implement workflow improvements, maintain and improve Slack-backed processes, and communicate findings to leadership.
Oversee schedule planning, including maintaining NICE and related spreadsheets, and managing the schedule email inbox.
Establish and track targets for quality, volume, and turnaround times for consultations.
Implement a systematic, capacity-based approach to taking on and distributing work, replacing informal volunteering.
Lead and coach team specialists to drive fully structured projects, including process design, communications, change management plans, and results tracking.
Pilot automation and scaling initiatives, including AI-powered tools that replace manual spreadsheet-based processes.
Assume end-to-end responsibility for people strategy and operations, including hiring, onboarding, talent development, engagement, well-being, and morale.

At least 8 years of progressive experience in contact center or customer service operations with increasing responsibilities in strategy and operations optimization.
Direct experience in people management, including coaching, performance management, and team member development.
Bachelor's degree required.
Experience in customer service operations with a deep understanding of agent and manager functioning at scale.
Knowledge of hospitality or premium-level support.
Comfort with AI through active use of AI tools in daily work and comfort leading a team adopting AI quickly.
Change management skills with the ability to guide a team through the transition from informal to structured ways of working.
Experience translating high-level goals and strategies into concrete, actionable steps for teams.
Experience working within large-scale global teams in constantly evolving environments where ambiguity and change are the norm.
Ability to work weekends and ensure on-call shifts, with the flexibility to adapt hours to overlap with EMEA team members.

MBA or equivalent master's degree
Experience in structured project management (Project Management Office or PMO), including process documentation and operations scaling
Experience with Airtable or similar tools
Knowledge of NICE or similar workforce management tools
Experience working with EMEA teams or managing across multiple time zones

Role is remote in Eastern Canada, with the requirement to reside in a province where Airbnb Canada, Inc. has a registered entity (Alberta, Ontario, British Columbia, Quebec, and Saskatchewan).
Involves supervising employees in Canada and the EMEA region, requiring schedule adjustments to overlap with EMEA team members as needed.
May occasionally require working in an Airbnb office or participating in off-site meetings.