People Delivery Operations Manager

Airbnb

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 Community You Will Join: We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the Airbnb community as a Regional Operations Manager. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through coaching and upleveling their team. This is a full time position based in Ireland. The Difference You will Make: The Regional Operations Manager supports one or more internal CS services. The Regional Operations Manager is an operational leadership role that requires substantial experience in customer service and team management. Regional Operations Managers oversee teams of approximately 4-8 people managers who each manage teams of 8-15 support agents. ROMs should have the ability to guide and uplevel their team members, demonstrating top-level coaching skills and operations management knowledge. Strong organizational skills and the ability to balance real-time and planned work are also required. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.  A Typical Day:  Oversee a strong operational environment for your teams and ensure high quality support for the community from your team * Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders * Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s). * Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed. * Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings. * For cases that involve internal stakeholders, guide your team to take proper action to case closure and in rare cases, support with in-the-weeds case handling. * Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work Drive performance at the team manager, regional, and service level * Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way * Manage both team manager and regional performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans * Ability to set and articulate the vision and focus for the quarter; deliver that vision and focus through all hands-type meetings * Share input and recommendations about service target setting. * Provide oversight on the overall service performance and contribute to reporting on trends and providing a holistic picture of the service to the Delivery Director Build and nurture an engaged and diverse team * Own and manage end-to-end people strategy and operations within your team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale * Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching * Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team. * Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues * Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves  * Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company Support strategic initiatives within Delivery and your service as needed * Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback * Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners * Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community Your Expertise: YOUR BACKGROUND & EXPERIENCE * 8+ years of progressive experience in a customer service or an operations role, with 5 years in a role directly managing staff & the employee lifecycle, ideally managing other managers * Demonstrable experience in driving improved performance of teams as a manager * Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses * Experience in data analysis and reporting to identify performance trends, as well as  developing and implementing performance management standards * Experience translating big picture goals and strategy into implementable and concrete actions for your teams, including setting operational or functional targets or performance goals  * Ability to work weekend days, holidays, and on-call required YOUR SKILLS & EXPERTISE * Exceptional leadership and team management skills to manage a team of professionals - comfort with conflict, giving and receiving feedback, and handling employee/Talent issues * Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and poised under pressure * Organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations * In-depth understanding of customer service operations and processes; able to translate that to your team * Strategic thinking and problem-solving abilities to evaluate procedures and identify opportunities for improvement * Ability to cascade with context and lead your team through changes * Exceptional coaching skills, you have high EQ and know how to tailor your feedback & communication style to meet the needs of your coachee or mentee * Cultural competency and a strong commitment to fostering diversity and inclusion within the team * Proficiency in various data analysis and reporting tools to track performance trends (tableau, SQL, Excel, Google Sheets, etc.) Our Commitment To Inclusion & Belonging: Airbnb is committed to working with the broadest talent pool possible. 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. All qualified individuals are encouraged to apply. How We'll Take Care of You: Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Ireland Annual Pay Range €96.000—€120.000 EUR

GlobalLogic Sweden AB

Are you a natural leader who believes that people are a company’s greatest asset? Do you thrive on fostering growth, championing vibrant team cultures, and keeping organizational wheels turning smoothly? We are looking for a dynamic Manager to lead, mentor, and inspire our team. In this role, you will bridge the gap between people strategy and delivery operations, ensuring our employees thrive while our business goals are met. You will step in to manage a talented team and play a pivotal role in their professional journeys. Key Responsibilities People Leadership & Performance Enablement Team Growth & Mentorship: Lead and support your team, guiding them from a seamless onboarding session to long-term career success. Continuous Feedback: Monitor performance, hold regular 1:1 conversations, and conduct annual performance reviews. Proactive Coaching: Actively prevent escalations and performance issues; introduce corrective action plans or mentoring programs when necessary. Career Progression: Drive promotions and design tailored Individual Development Plans (IDPs) to help your team reach their full potential. HR Operations, Risk & Administration HR Risk Management (WRR): Identify retention risks, maintain accurate records with HR, and proactively execute retention actions. Attrition Analysis: Keep your finger on the pulse of the team by analyzing attrition trends and implementing strategic solutions. Operational Admin: Manage time administration (approving holiday requests, sick leaves, and overtime) using our ERP and GPS systems. Compensation & Off-boarding: Manage the annual compensation review process and ensure a smooth, respectful off-boarding experience when employees transition. Stakeholder Collaboration Delivery & PM Alignment: Partner closely with Project Managers and Delivery Teams to gather feedback, coordinate salary revisions, plan project ramp-ups/ramp-downs, manage team rotations, and align employee development. Cross-Functional Communication: Serve as the main bridge between your team and crucial support functions, including Relocation, Travel, IT, Sales, and L&D. Culture, Engagement & Learning Foster Corporate Values: Actively promote a culture of innovation, continuous learning, knowledge sharing, collaboration, and mutual respect. Boost Engagement: Analyze Employee Engagement Survey (EES) results and design actionable initiatives to keep morale high. Lead Community Initiatives: Spearhead our Ambassador Program and organize engaging team activities. Competency & L&D Management: Coordinate our Trusted Interviewer Program (onboarding and promoting new interviewers), drive L&D initiatives, host Tech Talks, and manage collaborations with universities. What We Are Looking For Proven People Leader: Experience managing teams (ideally 8+ members) with a strong focus on coaching, empathy, and career development. Operational Savvy: Familiarity with ERP/GPS systems for time tracking and experience handling compensation reviews. Conflict Resolution Champion: A proactive problem-solver who can spot performance dips or attrition risks early and address them constructively. Superb Collaborator: Exceptional communication skills with the ability to build strong bridges between delivery teams, HR, and external partners (like universities). Culture Driver: Passionate about learning, mentoring, and building highly engaged communities.

FREENOW

Location: Barcelona At Freenow, we empower smarter mobility decisions, helping people move freely and cities to thrive. In Central Operations, we develop and operationalize strategies that help us achieve our business goals across Europe's leading mobility platform. We work at scale across markets on key challenges and initiatives to deliver value and exceptional experiences to our riders and driver-partners. We are looking for a Supply/Driver Operations Manager on the Central Supply Operations team. In this individual contributor role you will be responsible for creating, scaling, and optimising driver acquisition, engagement, and retention processes across Freenow by Lyft European markets. This role bridges local market needs with operational excellence, ensuring scalable and effective driver experiences across our diverse European footprint. YOUR DAILY ADVENTURES WILL INCLUDE: PROCESS DESIGN & SCALING * Design and implement scalable driver acquisition processes that can be deployed across European markets while accounting for local regulations, languages, and cultural nuances * Develop driver onboarding workflows and engagement strategies that maintain quality while achieving operational efficiency at scale * Develop frameworks for driver lifecycle management (acquisition → onboarding → engagement → retention) that can be adapted across Freenow by Lyft European markets CROSS-MARKET OPERATIONS * Collaborate with local market operations teams across Europe to understand regional challenges and opportunities in driver experience * Lead cross-functional initiatives to harmonize driver experience processes across markets, identifying best practices and scaling successful pilots from  Freenow by Lyft biggest European markets * Partner with Product, Engineering, and Policy teams to ensure global driver experience solutions meet diverse European market requirements and regulatory standards STRATEGIC ANALYTICS & INSIGHTS * Analyse driver experience metrics across European markets to identify trends, opportunities, and areas for improvement * Conduct deep-dive analyses to understand driver behavior patterns across Freenow by Lyft biggest European markets and inform strategic decision-making PROJECT MANAGEMENT & EXECUTION * Plan, schedule, and execute projects efficiently to ensure timely delivery of supply operations initiatives * Lead European rollouts of new driver experience initiatives, managing timelines, stakeholder communication, and success metrics * Coordinate with multiple stakeholders including local operations teams, product managers, legal, regulatory affairs, and country managers DRIVER TOUCHPOINT OPTIMIZATION * Optimize all driver touchpoints with Freenow by Lyft by collaborating closely with Marketplaces, Marketing, Local Markets, and Product teams * Identify and design scalable solutions to improve driver interactions across the platform, from initial acquisition through ongoing engagement * Coordinate implementation of touchpoint improvements with Operations and Product teams, ensuring seamless deployment across markets PROCESS OPTIMIZATION & INNOVATION * Drive process improvements, implement innovative solutions, and explore new technologies to enhance operational efficiency and driver experience * Identify automation opportunities to reduce manual work and improve driver experience consistency across markets * Stay current with European mobility industry best practices and emerging technologies in driver engagement and marketplace operations TO BE SUCCESSFUL IN THIS ROLE * 5 years of experience in operations management, strategy consulting, or business operations, preferably in marketplace or mobility. * Proven track record of scaling operations across multiple markets or business units, ideally within European contexts * Experience with process design, optimization, and cross-functional project management * Background in data analysis and using metrics to drive operational decisions * Fluent in English  and Additional European languages (German, French, Portuguese, Italian, Spanish) are a plus but not mandatory ---------------------------------------------------------------------------------------------------------------------------------- BENEFITS & PERKS IN A NUTSHELL: * Flexible working arrangements * LinkedIn Learning * Sabbatical & special leave policies * WeRoad partnership * Birthday, 24th + 31st December off * Short term EU work policy * Mobility Credit * Health Insurance * Employee assistance program     Plus more local benefits depending on your work location!   ---------------------------------------------------------------------------------------------------------------------------------- DIVERSITY, EQUITY & INCLUSION: Freenow is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age. We want you to grow and evolve, bring your true self to work.  ---------------------------------------------------------------------------------------------------------------------------------- ABOUT FREENOW: Freenow by Lyft empowers smarter mobility decisions, helping people to move freely and cities to thrive. Through our multi-mobility app, we feature broad options for everyone across 9 European markets and over 180 cities. Millions of passengers can access services including taxis, private hire vehicles, carsharing, car rental, e-scooters, e-bikes, e-mopeds, and public transport within a single app.  In July 2025 Freenow was acquired by Lyft, a global mobility platform, which connects riders and drivers for billions of rides across North America and Europe. Together, Freenow and Lyft are creating a more caring and connected world, with transportation for everyone. We are a global, diverse, highly motivated, and collaborative team that strives for excellence and likes to have fun. 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