Program Manager (Community Support)

• As a Program Manager in Community Support, you are responsible for implementing large-scale, 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, Marketing, Creative, Product/Platform, Design, Engineering, Policy and Comms 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 across entire organizations 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
• Lead complex cross-functional teams and manage multiple programs simultaneously, ensuring successful delivery while navigating ambiguous situations
• Collaborate closely with executive leadership to establish and maintain strategic alignment, communicate project status, and manage expectations
• Develop and execute program plans and schedules to achieve targeted performance metrics that align with executive-level expectations
• Be curious, anticipate and navigate obstacles and skillfully negotiate changes with cross-functional stakeholders at every stage from early concept through to launch
• Assess business and organization risk to make trade-off recommendations
• Close the loop - track and measure your outcomes and adapt and learn quickly from failure
• Champions CS Program Management Office (PMO) defined ways of working to drive intended outcomes and provide transparency
• Independently produces and revises documents and presentations that are executive ready

Benefits

• Paid volunteer time
• Health food and snacks
• Generous parental and family leave
• Learning and development
• Annual travel and experiences credit- Experience and ease interacting with and influencing senior executive leadership
• 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
• Ability to create compelling presentations and storytelling to executives
• Proven ability to pivot and deal with ambiguous situations resulting in a structured outcome
• 8+ years of broad experience in customer service across contact center operations, digital support, and contact center technology
• Experience managing and executing large, complex, cross-functional projects, ideally in a contact center and/or customer service environment
• Experience in creating detailed project plans and business cases to show measurable impact of program, progress and project execution
• Bachelor’s Degree or equivalent experience, preferably in related field; MBA or Masters preferred
• Understanding of technology use cases in customer service and contact centers
• Organized and collaborative Senior Program Manager who inspires and motivates their team while driving results on time, and at high quality