Senior Manager, Global Delivery Excellence

About the role

Airbnb is looking for a Senior Manager to lead Global Delivery Excellence. This full‑time role supports the worldwide Delivery function and is based in the United States or Canada. You will shape sustainable operating models, drive strategic initiatives, and ensure frontline voices are integrated into product and process decisions.

Key responsibilities

• Build and nurture a diverse team of Delivery Excellence experts, including individual contributors and people managers.
• Own end‑to‑end people strategy: hiring, onboarding, talent development, and employee engagement.
• Provide operational expertise to Customer Support initiatives and act as the voice of frontline teams.
• Influence upstream service and product design to enable efficient operationalization.
• Facilitate smooth launch of critical Customer Support programs and track progress across teams.
• Define and manage the Global Delivery Operating System at a leadership level.
• Run key leadership forums such as staff meetings and Delivery priority gatherings.

Required profile

• Extensive experience assessing and improving operations from technical, process, and performance perspectives.
• Proven ability to simplify complex concepts, drive outcomes, and scale operational solutions.
• Strong collaboration skills with senior leaders and cross‑functional stakeholders.
• Passion for representing frontline teams and ensuring their insights shape decisions.

Required skills