Program Manager

5G-Starlink Pte.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Airbnb is seeking a Community Support Program Manager to lead large‑scale programs and cross‑functional initiatives that advance our Community Support strategy worldwide. You will partner with leadership to define, launch, and execute multiple priorities, drive measurable outcomes, and ensure efficient resources, clear communication, and robust execution. The role emphasizes change management, risk mitigation, and continuous improvement to deliver exceptional support for our communities.

Qualifications

• 10+ years of project/program management experience.
• Proven track record of quality delivery using PM best practices.
• Experience with high-growth, high-volume service operations.
• Experience deploying customer-facing change in call center environments is a plus.

Responsibilities

• Define, launch, and execute multiple strategic and operational initiatives.
• Lead and deliver large programs with measurable outcomes.
• Plan and execute global priorities across Community Support.
• Collaborate with leadership across Business, Platform, and Central teams to drive key programs and projects.
• Manage change by communicating with stakeholders and mitigating risks.
• Prepare presentations and report program status to senior leadership.
• Gather business requirements and work with Product/IT to prioritize initiatives.
• Identify opportunities to advocate for product improvements and tools.

Skills

Program management

Cross-functional collaboration

Stakeholder communication

Agile / Scrum

Education

BA/BS degree

MBA or graduate degree

Tools

JIRA

Asana

Smartsheets

Google Docs

Job description

As a Community Support Program Manager, you are responsible for leading & implementing large-scale programs and projects that drive the strategic goals of the Community Support organization. You will work cross-functionally to improve Community Support productivity and efficiency, and do so with clear communication, efficient resource usage, and deep focus on overall project execution. Youll play a critical role in bringing to life Community Supports vision to build the worlds most loyal travel community through exceptional service.

A Typical Day

• Work with Community Support leadership to define, launch, and execute multiple strategic and operational initiatives at the same time.
• Lead & deliver large programs that have impactful and measurable outcomes.
• Accountable for planning and execution of global strategic priorities across all departments within the Community Support org.
• Collaborate cross-functionally across all levels of leadership on Community Support, Businesses, Platform teams, and Central teams to drive key programs and projects. Influence program strategy in service of the companys high-level goals.
• Effectively manage change by influencing and communicating with key stakeholders. Anticipate risks associated with change management, and ensure creative and effective mitigations are available.
• Prepare presentations and clearly communicate program status and progress to large groups of project stakeholders and senior leadership within Community Support and in the broader company.
• Collect business requirements, and work with Product/IT stakeholders to assess and prioritize according to operational benefit.
• In collaboration with Community Support Leadership and Product teams, identify opportunities and advocate for product improvements and/or tools that support the teams strategy and the needs of the customer.
• Regularly assess project risks and opportunities. Leverage best practices and continually drive process improvements, but work creatively to drive execution and simplification.

Your Expertise

• BA/BS degree. MBA or graduate degree in business or technical field preferred.
• 10+ years of project/program management experience, with a proven track record of quality delivery with emphasis on program management best practices and methods. Preferably in a high-growth high-volume service operations environment.
• Deep knowledge and experience using collaborative project management tools and processes (e.g. JIRA, Asana, Smartsheets, Google docs, scrum, agile).
• Formal project certification an advantage (eg. PMI, PMP, Prince2)
• Experience managing large projects or deploying customer facing change in a call center environment an advantage

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.