Strategic Programs Lead, Community Support

airbnb, Inc.; Northern (KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Airbnb is seeking a Senior Program Manager in Community Support within Global Operations. You will lead large, cross-functional programs spanning Marketing, Product, Design, Engineering, Policy and Communications to advance strategic goals for hosts and guests.

You will collaborate with executives to align priorities, craft program plans, and drive end-to-end delivery, ensuring on-time, high-quality outcomes at scale.

Qualifications

• 8+ years in customer service across contact centers and digital support.
• Experience with contact center technology.
• Proven ability to lead cross-functional programs.
• Ability to present to executives.

Responsibilities

• Lead complex cross-functional teams and manage multiple programs.
• Collaborate with executive leadership to align strategy and communicate status.
• Develop program plans and schedules to hit performance metrics.
• Navigate obstacles and negotiate changes with stakeholders at every stage.
• Assess risk and make trade-off recommendations.
• Track outcomes and adapt based on results.
• Champion PMO-defined ways of working with transparency.
• Produce executive-ready documents and presentations.

Skills

Cross-functional leadership

Executive communication

Program management

Project planning

Stakeholder management

Global collaboration

Customer service

Education

Bachelor's degree or equivalent experience

MBA or Masters preferred

Job description

Airbnb is seeking a Senior Program Manager in Community Support within Global Operations. You will lead large, cross-functional programs spanning Marketing, Product, Design, Engineering, Policy and Communications to advance strategic goals for hosts and guests.

You will collaborate with executives to align priorities, craft program plans, and drive end-to-end delivery, ensuring on-time, high-quality outcomes at scale.