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This is a full-time position based in Ireland.</p>\n<p>The Delivery Excellence Manager role is a people manager position that owns and drives optimization initiatives within Global Delivery. They contribute to the successful operationalization of strategic CS programs within frontline teams, including operationalizing new service lines, launching product features, and changing workflows.</p>\n<p>Responsibilities:</p>\n<ul>\n<li>Bring operational expertise to Customer Support initiatives and be the voice of frontline teams</li>\n<li>Influence upstream service and product design to enable effective operationalization</li>\n<li>Ensure frontline teams&#39; voices are included in new service, workflow, and tool development</li>\n<li>Support operations leaders globally in driving and managing performance</li>\n<li>Help shape and manage the Global Delivery Operating System</li>\n<li>Coordinate and lead key meetings to drive implementation and success</li>\n<li>Foster a strong and efficient performance management culture within the delivery team</li>\n<li>Lead performance management and operations improvement initiatives</li>\n<li>Demonstrate strong leadership on important issues, including Diversity &amp; Belonging, Allyship, Ethics, and Compliance</li>\n<li>Leverage root cause analysis and deep understanding of metrics and behaviors to prioritize initiatives</li>\n<li>Design and execute the evolution of internal and partner management teams</li>\n<li>Build and nurture an engaged and diverse team</li>\n</ul>\n<p>Requirements:</p>\n<ul>\n<li>Minimum 10+ years of progressive experience in operations</li>\n<li>Experience translating big-picture goals into implementable actions</li>\n<li>Ability to communicate with various stakeholders, including engineers, product, and analytics</li>\n<li>Progressive responsibilities in operational setup with experience in strategy and operations optimizations</li>\n<li>Experience working in global teams at scale in fast-paced environments</li>\n<li>BA/BS degree; MBA or equivalent Masters preferred</li>\n</ul>\n<p>Skills:</p>\n<ul>\n<li>Exceptional leadership and team management skills</li>\n<li>Organizational and resourceful with attention to detail</li>\n<li>Data-driven approach and ability to root cause analyze</li>\n<li>In-depth understanding of customer service operations</li>\n<li>Excellent communication skills</li>\n<li>Ability to formalize documents and decks</li>\n<li>Strong work ethic, proactive, and exhibits positivity and professionalism</li>\n</ul>","enriched_at":1793460755415},{"id":"job_6b1710e9-5be","title":"Senior Software Engineer, Experimentation Platform","source_url":"https://job-boards.greenhouse.io/airbnb/jobs/8334880","location":"Brazil","job_type":"full-time","experience_level":"senior","work_arrangement":null,"category":"Engineering","description":"<p>The Experimentation team&#39;s mission is to provide an insightful, reliable and easy to use experimentation platform (A/B testing and feature rollout) for customers across the company.</p>\n<p>You will co-own the client libraries and services that thousands of Airbnb engineers use to roll out features and run experiments, primarily on the JVM.</p>\n<p>Responsibilities:</p>\n<ul>\n<li>Build and extend the capabilities of our experimentation, feature flagging and product configuration clients and the services behind them.</li>\n<li>Design and lead cross-team migrations: evolving client APIs, deprecating old ones, and moving consuming services over safely.</li>\n<li>Improve the testability, performance and reliability of client libraries that are widely deployed and tightly interconnected.</li>\n<li>Build new allocation and targeting capabilities in partnership with data science, such as holdouts and mutually exclusive experiments, with attention to statistical pitfalls.</li>\n<li>Use AI-assisted development to move faster on migrations, tests and refactors, and help the team set good practice for it.</li>\n<li>Participate in all phases of software development from design through implementation, testing and on-call, and work across the stack, including Python services, when the problem needs it.</li>\n</ul>\n<p>Requirements:</p>\n<ul>\n<li>5+ years in a hands-on software engineering role, shipping high-quality code to production.</li>\n<li>Strong experience in a JVM language (Java or Kotlin), building libraries or services that other developers depend on, with a deep understanding of OOP and API design, including backward compatibility and versioning.</li>\n<li>Experience driving changes across teams you do not own, such as migrations or deprecations with many consumers, and the communication skills and track record to lead projects that span teams.</li>\n<li>Hands-on fluency with AI-assisted development: you use coding agents and LLM tools day to day and know how to verify what they produce.</li>\n<li>Comfortable working in Python and other layers of the stack, or eager to.</li>\n</ul>\n<p>Benefits:</p>\n<ul>\n<li>Airbnb is committed to working with the broadest talent pool possible.</li>\n<li>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.</li>\n</ul>","enriched_at":1793370198799},{"id":"job_d41cdd0d-c82","title":"Senior Lead Quality, Global English","source_url":"https://job-boards.greenhouse.io/airbnb/jobs/8329756","location":"Ireland","job_type":"full-time","experience_level":"senior","work_arrangement":null,"category":"Customer Service","description":"<p>We are seeking a Senior Lead Quality, Global English to support the largest segment of Airbnb&#39;s Community Support partner network. As a Quality Lead, you will oversee the day-to-day quality operation across multiple BPO partners, spanning Resolutions 1, 2, and 3, Dedicated Service Support, Services &amp; Experiences, Dedicated Managed Host Support, and Review Integrity, across roughly 5,000+ GE-language agents globally.</p>\n<p>Responsibilities:</p>\n<ul>\n<li>Own the day-to-day execution of the GE quality program across all Volume Tier service lines and all GE partner sites.</li>\n<li>Ensure weekly QA evaluation targets are met across all sites and service lines.</li>\n<li>Maintain the weekly QA performance reporting cadence, ensuring partner QA teams and Partner Operations Managers receive timely, accurate, and actionable quality data each week.</li>\n<li>Hold GE partner QA teams accountable to the Performance Scorecard results.</li>\n<li>Conduct calibration sessions across GE partner sites.</li>\n<li>Drive QA alignment across Quality and Delivery teams.</li>\n<li>Oversee NPS Detractor Analysis Insights to identify drivers of dissatisfaction.</li>\n<li>Correlate quality results to operational outcomes and KPIs.</li>\n<li>Ensure GE quality insights are integrated into the weekly partner performance narrative.</li>\n<li>Partner with the GE Training team on critical initiatives.</li>\n<li>Participate as the GE quality voice in cross-functional working groups.</li>\n<li>Surface patterns from GE evaluations that signal policy gaps, workflow failures, or product issues.</li>\n<li>Own the GE contribution to the global Quality reporting framework.</li>\n<li>Ensure GE partner sites are submitting their own KPI narratives with substance.</li>\n<li>Maintain the GE calendar of quality touchpoints.</li>\n</ul>\n<p>Requirements:</p>\n<ul>\n<li>8+ years of experience in Community/Customer Support Quality, Operations, or a related field.</li>\n<li>Bachelor&#39;s Degree, preferably in a related field.</li>\n<li>Demonstrated experience driving partner BPO accountability.</li>\n<li>Working knowledge of COPC methodology.</li>\n<li>Strong analytical skills.</li>\n<li>Experience with QA tooling platforms.</li>\n<li>Excellent written and verbal communication.</li>\n</ul>\n<p>Preferred:</p>\n<ul>\n<li>Experience in a BPO or multi-site QA role.</li>\n<li>Six Sigma Green Belt or equivalent structured problem-solving background.</li>\n<li>Background working with analytics teams on QA-to-NPS or QA-to-CSAT correlation analysis.</li>\n<li>Familiarity with cross-functional quality improvement programs.</li>\n</ul>","enriched_at":1793370179063},{"id":"job_82ab11ad-8ec","title":"Senior Lead Quality, Global English","source_url":"https://job-boards.greenhouse.io/airbnb/jobs/8325039","location":"Canada","job_type":"full-time","experience_level":"senior","work_arrangement":"remote","category":"Customer Service","description":"<p>We are seeking a Senior Lead Quality, Global English to support the largest segment of Airbnb&#39;s Community Support partner network. 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