{"id":2567857,"url":"https://alion.io/job/airbnb-delivery-excellence-manager","title":"Delivery Excellence Manager","company":{"id":77,"name":"Airbnb","domain":"airbnb.com","url":"https://alion.io/company/airbnb","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":84,"open_postings":51,"ghost_share":0,"stale_share":0.608,"repost_share":0.039,"time_to_fill_p50_days":44,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Communications","role_family":"Communications","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Canada"],"countries":["CA"],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":{"min":94000,"max":117000,"currency":"CAD","period":"year","gross":null,"usd_annual":83317},"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Slack","optional":false},{"name":"Airtable","optional":true}],"status":"live","first_seen_at":"2026-10-14T20:45:25Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-26T13:34:30Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"Airbnb 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.\nThe Difference You Will Make:\nAirbnb is seeking a Delivery Excellence Manager to join our 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. You will manage a team of 7-8 Team Specialists across Canada and EMEA, coaching and developing them across three areas of work: subject matter expertise, operations and administration, and projects. \nYou will also help the team move from a small, self-organizing group to a larger, regionalized operation with more formal systems and processes, including how work is requested, assigned and tracked.\nYou will need hands-on people management experience (coaching, performance management and developing team members), a background in customer service operations, an understanding of hospitality and premium support, and active use of AI tools in your day-to-day work. Experience leading a team through change is essential. Structured project management and data/reporting experience are key to success in this role.\nA Typical Day: \nLead the team's subject matter expertise (SME) work as the frontline for Premium Support\nBuild and nurture an engaged, diverse team of seven to eight Team Specialists across Canada and EMEA.\nCoach and uplevel Team Specialists, supporting and challenging them to meet and exceed expectations.\nMentor Team Specialists into larger project management initiatives. Create development paths and stretch assignments that take them from owning small work streams to leading cross-functional projects.\nIdentify and implement workflow improvements, maintain and improve Slack-based processes, and bring insights back to leadership \nRun the team's operations and administration work in partnership with Workforce Planning \nOversee scheduling, including maintaining NICE and related spreadsheets and managing the scheduling inbox\nSet and track targets for the quality, volume and turnaround of consult output, making sure the team provides the right types of consults.\nLead the team’s subject matter expertise (SME) work as the frontline for Premium Support, overseeing consults and refresher sessions.\nBuild a systematic, capacity-based approach to work intake and distribution in place of informal volunteering, and balance workloads fairly across the team.\nRun the team’s operations and administration work in partnership with Workforce Planning, including scheduling, NICE and related spreadsheets, and the scheduling inbox.\nIdentify and implement workflow improvements, and maintain and improve Slack-based processes.\nDrive projects that scale operations and bring performance insights to Premium Support leaders \nLead and coach Team Specialists to run fully structured projects, including process design, communications, change management plans and success tracking \nDrive automation and scaling initiatives, including AI-enabled tools that replace manual, spreadsheet-based processes\nBring performance insights from consult and admin work to Premium Support managers and leaders to support coaching and performance improvement\nBuild and nurture an engaged & diverse team across Canada and EMEA\nOwn and manage end-to-end people strategy and operations. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale\nCoach and uplevel Team Specialists, supporting and challenging them to meet and exceed expectations \nBuild a systematic, capacity-based approach to work intake and distribution in place of informal volunteering, and balance workloads fairly across the team\nLead the team through change as it moves from small, self-organized ways of working to more formal, regionalized systems and processes\nKeep up with day-to-day management, including flexing your schedule to overlap with team members in EMEA when needed\nYour Expertise:\n8+ 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.\nDirect people management experience, including coaching, performance management and developing team members\nBA/BS degree required; MBA or equivalent Master’s degree strongly preferred\nBackground in customer service operations, with an in-depth understanding of how agents and managers work at scale and how to run operations effectively\nHospitality or premium tier support knowledge, with a clear sense of what good looks like in supporting frontline teams\nAI 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\nChange management skills, with the ability to lead a team through a transition from informal to structured ways of working\nExperience translating big picture goals and strategy into implementable and concrete actions for your teams\nAbility to “speak the language” of various stakeholders within the organization (from engineers to product to process improvement to analytics) with a capacity to adapt communication to frontline teams or executive leadership \nHas worked in global teams at scale in fast paced environments where ambiguity & changes are the norm rather than the exception\nExcellent communication skills for collaborating with stakeholders and ensuring transparency within the team\nAbility to formalize documents & decks to either work cross-functionally or present to senior leadership or vast audiences \nAbility to drive strategic initiatives within the organization exercising deep influential skills & stakeholder management \nStrong work ethic, proactive, exhibits positivity, professionalism, confidentiality and good judgment\nComfort with conflict, giving and receiving feedback, and handling employee/Talent issues\nCultural competency and a strong commitment to fostering diversity and inclusion within the team\nAbility to work weekend days and on-call required, with flexibility to adjust your hours to overlap with team members in EMEA\n Nice to have: 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; and experience working with EMEA teams or managing across time zones\nThis position is Canada - Remote East Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Alberta, Ontario, British Columbia, Quebec, and Saskatchewan. This list is continuously evolving, so please check back with your recruiter on what provinces you are eligible to work from.\nOur Commitment To Inclusion & Belonging:\nAirbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.\nWe strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: . Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.\nWe ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.\nWe use automated tools to help our recruiting team efficiently screen a large volume of applications. All final hiring decisions are made by a human reviewer. \nThis role is newly created and does not replace or backfill an existing position. \nHow We'll Take Care of You:\nOur job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.\nCanada Annual Pay Range\n$94,000—$117,000 CAD\nReasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.\nA Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @airbnb.com or @ ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We’ll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.","description_format":"text","description_chars":9883,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"master","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Vacation Rentals","Online Rental Platforms","Travel Technology"],"lifecycle":[{"event":"open","at":"2026-10-14T22:16:27Z"}],"visa":[{"country":"CA","licensed_sponsor":true,"evidence":"Positions approved through LMIA in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"High Wage","cap_exempt":false,"checked_at":"2026-10-03T21:10:52+00:00","sources":["ESDC: employers issued a positive LMIA"],"filings_for_role_12m":0}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":11,"expected_fill_days":44,"reasons":["conf:1","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-26T05:57:25Z"},"pay":{"stated_usd_annual":83317,"is_top_pay":false},"html_url":"https://alion.io/job/airbnb-delivery-excellence-manager","json_url":"https://alion.io/job/airbnb-delivery-excellence-manager.json","meta":{"generated_at":"2026-10-26T18:40:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25062,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":77},"rest":"https://alion.io/mcp/rest/get_company?id=77"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fairbnb-delivery-excellence-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fairbnb-delivery-excellence-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fairbnb-delivery-excellence-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/airbnb-delivery-excellence-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fairbnb-delivery-excellence-manager"}]}