Senior Program Manager, Global Community Support

Nubeero Limited; Northern (KY); Hybrid; USD 130,000 - 170,000; Full time

Job summary

Airbnb seeks an experienced Program Manager in Community Support to lead large-scale, cross-functional initiatives that align with strategic goals across functions including Marketing, Product/Platform, Design and Engineering. You will connect with executives, manage stakeholder alignment, and drive end-to-end delivery from scoping through launch.

The role requires 8+ years in customer service programs, strong project planning, and the ability to influence across global teams.

Qualifications

• 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.

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 leadership

Project management

Executive communication

Stakeholder influence

Global collaboration

PMO governance

Education

Bachelor's degree or equivalent

MBA or Masters preferred

Job description

Airbnb seeks an experienced Program Manager in Community Support to lead large-scale, cross-functional initiatives that align with strategic goals across functions including Marketing, Product/Platform, Design and Engineering. You will connect with executives, manage stakeholder alignment, and drive end-to-end delivery from scoping through launch.

The role requires 8+ years in customer service programs, strong project planning, and the ability to influence across global teams.