Global Program Manager, Community Support

airbnb, Inc.; San Francisco (CA); On-site; USD 132,000 - 154,000; Full time

Job summary

Airbnb is seeking a Program Manager for its Community Support organization to lead cross-functional programs across Product, Design, Engineering, Policy, and Shared Services. You will scope, plan, execute, and launch initiatives that support hosts and guests, partnering with executives and guiding teams across time zones to deliver impact.

The role emphasizes building governance, preparing leadership-ready materials, and communicating complex ideas clearly.

Qualifications

• Bachelor's degree or equivalent experience.
• 4+ years of 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 or customer service environment.
• Organized and collaborative Program Manager who inspires teams and drives results on time and 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.
• Ability to create compelling presentations for executives.
• Experience interacting with and influencing senior stakeholders.
• Proven ability to pivot and handle ambiguity to reach structured outcomes.
• Excellent collaboration across multiple locations and time zones.

Responsibilities

• Build understanding of how programs fit within broader company initiatives and adapt delivery.
• Drive project vision and purpose with cross-functional teams.
• Manage cross-functional meetings and align stakeholders to drive action plans.
• Develop plans and monitor progress, escalate blockers with green path recommendations.
• Evaluate governance structures and optimise or create new ones for the program team.
• Produce leadership-ready documents and presentations.
• Communicate complex information at the right level for the audience.

Skills

Bachelor's degree

Customer service

Project management

Executive communication

Stakeholder management

Global collaboration

Ambiguity handling

Cross-functional

Education

Bachelor's degree or equivalent experience

Job description

Airbnb is seeking a Program Manager for its Community Support organization to lead cross-functional programs across Product, Design, Engineering, Policy, and Shared Services. You will scope, plan, execute, and launch initiatives that support hosts and guests, partnering with executives and guiding teams across time zones to deliver impact.

The role emphasizes building governance, preparing leadership-ready materials, and communicating complex ideas clearly.