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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 CS Delivery Excellence Manager to support the global Delivery function.
This is a full time position based in Ireland.
The Delivery Excellence Manager role is a people manager position.

They own and drive optimization initiatives within Global Delivery (design & launch of a competency framework, review of teams ways of working, …) as well as contribute to the successful operationalization of strategic CS programs within our frontline teams (operationalization of a new service line / channel, launch of product features, change in a workflow / training, ….)

They need a high level of expertise in managing operational teams, performance management, project management, and a deep understanding of customer service operations from a product, process & people standpoint.

A Typical Day:

Bring operational expertise to Customer Support initiatives & be the voice of the frontline teams

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