Delivery Excellence Manager

Airbnb

. Support the global Delivery function as a people manager .

Posted 10/30/2026full-timeRemote • IrelandSeniorLead💰 €76,000 - €95,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive operational expertise in managing global delivery functions, optimizing customer support initiatives, and fostering a performance management culture. Proven ability to translate strategic goals into actionable plans while ensuring stakeholder engagement and diversity inclusion.

Highest-signal resume keywords

10+ Years Of Progressive Experience In OperationsExceptional Leadership And Team Management SkillsData-Driven Approach And Root Cause AnalysisIn-Depth Understanding Of Customer Service OperationsBA/BS Degree; MBA Or Equivalent Masters Preferred

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Operations OptimizationPerformance ManagementKPI ImprovementCompetency FrameworksService StandardsTraining DevelopmentWorkflows ManagementStrategic Initiative ExecutionTalent DevelopmentOnboarding Plans

Soft Skills

Excellent Communication SkillsOrganized And Detail-OrientedResourceful And MultitaskingCultural CompetencyConflict Management

Tools & Technologies

Performance Management ToolsMetrics Reporting SystemsBehavioral Insights AnalysisCross-Functional Presentation Tools

Industry Keywords

Customer SupportDiversity And InclusionAllyshipEthicsCompliance

About the role

Key responsibilities & impact

Support the global Delivery function as a people manager
Own and drive optimization initiatives within Global Delivery, including competency frameworks and ways-of-working reviews
Operationalize strategic Customer Support programs for frontline teams, including new service lines, channels, product features, workflows, and training
Bring operational expertise to Customer Support initiatives and represent frontline team perspectives
Influence upstream service and product design for effective operationalization
Ensure frontline input is incorporated into new services, workflows, and tools
Support global operations leaders with performance management and scalable tools, metrics, and reporting
Coordinate and lead meetings for the global delivery operating system
Foster performance management culture across delivery teams and partner sites
Lead performance management and operations improvement initiatives
Address Diversity & Belonging, Allyship, Ethics, Compliance, and service standards
Use root cause analysis, metrics, and behavioral insights to prioritize KPI improvements
Create performance management playbooks, training, and onboarding plans
Establish career frameworks with Talent
Lead management summits and engage senior Delivery stakeholders
Own end-to-end people strategy and operations, including hiring, onboarding, talent development, engagement, wellness, and morale
Support and challenge team members to achieve professional success
Handle day-to-day management

Requirements

What you’ll need

A minimum of 10+ years of progressive experience in operations
Experience translating big picture goals and strategy into implementable and concrete actions for teams
Ability to communicate with stakeholders across engineering, product, process improvement, analytics, frontline teams, and executive leadership
Progressive operational responsibilities, including strategy and operations optimization
Experience with global teams at scale in fast-paced environments
BA/BS degree; an MBA or equivalent Masters is strongly preferred
Ability to work weekend days and be on-call
Exceptional leadership and team management skills
Organized, resourceful, detail-oriented, and able to multitask
Data-driven approach and ability to perform root cause analysis at scale
In-depth understanding of customer service operations and agent/manager workflows at scale
Excellent communication skills
Ability to formalize documents and presentations for cross-functional or senior leadership audiences
Ability to drive strategic initiatives using influential skills and stakeholder management
Strong work ethic, professionalism, confidentiality, and judgment
Comfort with conflict, feedback, and employee/Talent issues
Cultural competency and commitment to diversity and inclusion

Benefits

Comp & perks

Bonus eligibility
Equity eligibility
Benefits
Employee Travel Credits
Reasonable accommodations throughout the recruitment process for applicants with disabilities