Remote Senior 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 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.