# Delivery Excellence Manager at Airbnb

> Lead a team of seven to eight Team Specialists across Canada and EMEA, coaching them and running scheduling, workflow and projects.

- Company: Airbnb (airbnb.com)
- Location: Ontario, Canada, Quebec, Canada
- Places: Canada
- Posted: 2026-10-14
- Team: Premium Support, Community Support organization
- Work mode: Remote
- Type: Full-time
- Apply: https://careers.airbnb.com/positions/8264826?gh_jid=8264826
- Page: https://ye.saranatour.dev/jobs/delivery-excellence-manager-airbnb-kn70ycrx05hpqebwt2sn3775gs8hd46g

## The posting

Delivery Excellence Manager
Airbnb · Ontario, Canada, Quebec, Canada

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.

**The Difference You Will Make:**

Airbnb 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.

You 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.

You 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.

**A Typical Day:**

**Lead the team's subject matter expertise (SME) work as the frontline for Premium Support**

- 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. Create development paths and stretch assignments that take them from owning small work streams to leading cross-functional projects.
- Identify and implement workflow improvements, maintain and improve Slack-based processes, and bring insights back to leadership

**Run the team's operations and administration work in partnership with Workforce Planning**

- 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, making sure the team provides the right types of consults.
- Lead the team’s subject matter expertise (SME) work as the frontline for Premium Support, overseeing consults and refresher sessions.
- Build a systematic, capacity-based approach to work intake and distribution in place of informal volunteering, and balance workloads fairly across the team.
- Run the team’s operations and administration work in partnership with Workforce Planning, including scheduling, NICE and related spreadsheets, and the scheduling inbox.
- Identify and implement workflow improvements, and maintain and improve Slack-based processes.

**Drive projects that scale operations and bring performance insights to Premium Support leaders**

- 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
- Bring performance insights from consult and