Program Manager, Community Support

Airbnb; United States; Remote; USD 156,000 - 193,000; Full time

Job summary

Airbnb is seeking a seasoned Program Manager for Community Support to lead large-scale, cross-functional initiatives. You will bridge Community Support, Marketing, Product, Design, Engineering, Policy and Comms to drive end-to-end delivery for hosts and guests. You will influence senior leaders and navigate complex programs across time zones.

The role is US-Remote Eligible, with potential office presence; a track record of executive storytelling and strategic alignment is essential.

Qualifications

• Bachelor's degree or equivalent; MBA preferred.
• 8+ years in customer service across contact centers and digital support.
• Experience managing large cross-functional projects in service environments.
• Organized Senior PM who drives results on time and with quality.
• Understanding of technology use cases in customer service.
• Ability to create executive-ready presentations and storytelling.
• Experience influencing senior leadership across time zones.
• Able to pivot and structure outcomes from ambiguous situations.

Responsibilities

• Lead complex cross-functional teams and manage multiple programs.
• Collaborate with executive leadership for strategic alignment and status.
• Develop program plans and schedules to hit performance metrics.
• Navigate obstacles and negotiate changes with stakeholders.
• Assess risk and make trade-off recommendations.
• Track outcomes and adapt quickly from feedback and lessons learned.
• Drive PMO methods to ensure transparency and outcomes.
• Produce executive-ready documents and presentations.

Skills

Cross-functional leadership

Project management

Executive communication

Stakeholder management

Global collaboration

Customer service

Strategic alignment

Change management

Education

Bachelor's degree or equivalent

MBA preferred

Job description

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:

The Community Support Team within Global Operations is the voice of the Airbnb brand, with over 20,000 ambassadors supporting our community and providing the glue that helps power millions of experiences and a sense of community and belonging for guests and hosts on our platform each year.

Our organization deeply believes in providing a frictionless experience at scale, works across the company to ensure the support experience is integrated across the entire lifecycle, and endeavors to make support a secret weapon and strategic differentiator for our brand.

The Difference You Will Make:

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.

A Typical Day:

• 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.

Your Expertise:

• Bachelor's Degree or equivalent experience, preferably in related field; MBA or Masters preferred
• 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
• Organized and collaborative Senior 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 detailed project plans and business cases to show measurable impact of program, progress and project execution
• Ability to create compelling presentations and storytelling to executives
• Experience and ease interacting with and influencing senior executive leadership
• 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

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

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.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [e-mail]. Please include your full name, the role you're applying for and the accommodation necessary to assist you with the recruiting process.

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

Equal Employment Opportunity:

Airbnb values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Airbnb are considered without regard to race, color, religion, national origin, age, gender, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, gender expression, sexual orientation, or any other legally protected characteristic.

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 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.

Pay Range

$156,000 — $193,000 USD

Reasonable Accommodations:

We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.