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Join Airbnb as a Program Manager in Community Support, driving strategic initiatives and enhancing the guest and host experience through exceptional service.
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community Support Team within Global Operations is the voice of the Airbnb brand, with over 20,000 specialists supporting our community and providing the glue that helps power millions of experiences and a sense of community and belonging for guests and hosts on our platform each year.
Responsibilities
- Implement cross-functional and cross-platform programs that drive the strategic goals of the Community Support organization and Airbnb.
- Serve as the bridge between critical business functions such as Community Support, Product/Platform, Design, Engineering, Policy and Shared Services teams.
- Align stakeholders and shepherd teams through the process of bringing strategic initiatives to life.
- Deliver on the end-to-end scoping, planning, execution, and launch of initiatives.
- Build an understanding of how the program fits within broader company initiatives.
- Drive a project vision and purpose by collaborating with cross-functional teams.
- Manage cross-functional meetings and align stakeholders and teams to drive action plans and results.
- Develop plans and monitor progress against the plan, communicate and effectively escalate issues and blockers.
- Evaluate existing governance structures and optimize or create new ones for the program team.
- Produce and revise documents and presentations that are leadership-ready.
Requirements
- Bachelor's Degree or equivalent experience, preferably in a related field.
- 4+ years of broad experience in customer service across contact center operations, digital support, and contact center technology.
- Experience managing and executing complex, cross-functional projects, ideally in a contact center and/or customer service environment.
- Organized and collaborative Program Manager who inspires and motivates their team.
- Understanding of technology use cases in customer service and contact centers.
- Experience in creating project plans and business cases to show measurable impact of program.
- Ability to create compelling presentations and storytelling to executives.
- Proven ability to pivot and deal with ambiguous situations resulting in a structured outcome.
- Exceptional collaboration, partnership and influencing skills.
Conditions
- Base pay range: $132,000 — $154,000 USD.
- May be eligible for bonus, equity, benefits, and Employee Travel Credits.
- Remote eligible position with occasional work at an Airbnb office or attendance at offsites.
✓ Direct apply: you message the hiring person. No ATS.