Strategic PM, Global 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 within Global Operations to lead large-scale, cross-functional programs that drive strategic goals for the Community Support organization and Airbnb. You will bridge critical business functions and shepherd initiatives from scoping to launch, influencing senior leaders and delivering outcomes for hosts and guests.

You will partner with Community Support, Marketing, Product, Design, Engineering, Policy, and Comms, ensuring programs meet

Qualifications

• 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 in a contact center and/or customer service environment.
• Ability to create compelling presentations and storytelling to executives.
• Experience and ease interacting with and influencing senior executive leadership.
• Proven ability to pivot and navigate ambiguous situations to a structured outcome.

Responsibilities

• Lead complex cross-functional teams and manage multiple programs simultaneously, ensuring successful delivery.
• Collaborate with executive leadership to establish strategic alignment and communicate project status.
• Develop and execute program plans and schedules to achieve targeted metrics.
• Negotiate changes with cross-functional stakeholders from concept to launch.
• Assess risks and make trade-off recommendations.
• Track outcomes and learn quickly from failure and feedback.
• Champion PMO defined ways of working to drive outcomes and transparency.
• Independently produce executive-ready documents and presentations.

Skills

Cross-functional program management

Executive communication

Stakeholder management

Global collaboration

Project management

Customer service experience

Education

Bachelor’s Degree

MBA or Masters preferred

Job description

Airbnb is seeking a Program Manager in Community Support within Global Operations to lead large-scale, cross-functional programs that drive strategic goals for the Community Support organization and Airbnb. You will bridge critical business functions and shepherd initiatives from scoping to launch, influencing senior leaders and delivering outcomes for hosts and guests.

You will partner with Community Support, Marketing, Product, Design, Engineering, Policy, and Comms, ensuring programs meet