Senior Program Manager, Community Support — Remote

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

Job summary

Airbnb is seeking a Program Manager in Community Support to lead large-scale, cross-functional programs that align with the company’s strategic goals. You will bridge critical business functions such as Community Support, Marketing, Product, Design, Engineering, Policy and Comms to drive initiatives end-to-end.

This high-visibility role requires experience working with executives, influencing stakeholders, and delivering programs that impact our hosts and guests.

Qualifications

• Bachelor's degree or equivalent experience in a 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.

Responsibilities

• 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.

Skills

Cross-functional collaboration

Executive communication

Program management

Stakeholder management

Ambiguity navigation

Leadership

Global teamwork

Education

Bachelor's degree or equivalent experience

MBA or Masters preferred

Job description

Airbnb is seeking a Program Manager in Community Support to lead large-scale, cross-functional programs that align with the company’s strategic goals. You will bridge critical business functions such as Community Support, Marketing, Product, Design, Engineering, Policy and Comms to drive initiatives end-to-end.

This high-visibility role requires experience working with executives, influencing stakeholders, and delivering programs that impact our hosts and guests.