Program Manager

Who you are

• Bachelor's Degree or equivalent experience, preferably in related field
• 4+ years of broad experience in customer service across contact center operations, digital support, and contact center technology
• Experience managing and executing complex, cross-functional projects, ideally in a contact center and/or customer service environment
• Organized and collaborative Program Manager who inspires and motivates their team while driving results on time, and at high quality
• Understanding of technology use cases in customer service and contact centers
• Experience in creating project plans and business cases to show measurable impact of program, progress and project execution
• Ability to create compelling presentations and storytelling to to executives
• Experience and ease interacting with and influencing senior stakeholders
• Proven ability to pivot and deal with ambiguous situations resulting in a structured outcome
• Exceptional collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones to drive consensus across teams

What the job involves

• As a Program Manager in Community Support, you are responsible for implementing cross-functional and cross-platform programs that drive the strategic goals of the Community Support organization and Airbnb.
• You serve as the bridge between critical business functions such as Community Support, Product/Platform, Design, Engineering, Policy and Shared Services teams, aligning stakeholders and shepherding teams through the process of bringing our strategic initiatives to life.
• You will deliver on the end-to-end scoping, planning, execution, and launch of initiatives to achieve success for our product, hosts, and guests.
• This high touch individual must come with experience working with seasoned executives, and be able to work with and influence stakeholders throughout Airbnb.
• You’ll play a critical role in bringing to life Community Support’s vision to build the world’s most loyal travel community through exceptional service
• Build an understanding of how their program fits within the broader company initiatives, including cross-functional teams, related programs, and organizational ways of working. With guidance, synthesizes these various external influences and adapts program delivery to reach an ideal outcome
• With minimal guidance, drives a project vision and purpose by collaborating with cross-functional teams
• Manages cross-functional meetings and aligns stakeholders and teams to drive action plans and results
• Develops plans and monitors progress against the plan, communicates and effectively escalates issues and blockers with path to green recommendations
• Evaluates existing governance structures and optimises or creates new ones for the program team, seeks leadership feedback
• Produces and revises documents and presentations that are leadership-ready, seeks guidance to refine as needed
• Communicates complex information or ideas at the right altitude for the audience

Benefits

• Paid volunteer time
• Health food and snacks
• Generous parental and family leave
• Learning and development
• Annual travel and experiences credit