Program Manager

About the role

As a Program Manager in Community Support, you are responsible for implementing large-scale, cross-functional and cross-platform programs that drive the strategic goals of the Community Support organization and Airbnb. You serve as the bridge between critical business functions such as Community Support, Marketing, Creative, Product/Platform, Design, Engineering, Policy, and Comms teams, aligning stakeholders and shepherding teams through the process of bringing strategic initiatives to life. You will deliver on the end-to-end scoping, planning, execution, and launch of initiatives to achieve success for our product, hosts, and guests.

This high-touch individual must have experience working with seasoned executives and be able to work with and influence stakeholders across entire organizations at Airbnb. You’ll play a critical role in bringing to life Community Support’s vision to build the world’s most loyal travel community through exceptional service.

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 organizational risk to make trade-off recommendations.
• Close the loop—track and measure outcomes and adapt and learn quickly from failure.
• Champion CS Program Management Office (PMO) defined ways of working to drive intended outcomes and provide transparency.
• Independently produce and revise documents and presentations that are executive-ready.

Qualifications

• Bachelor's Degree or equivalent experience, preferably in a related field; MBA or Master's 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.

Location

This position is US-Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. You must live in a state where Airbnb, Inc. has a registered entity.

Pay

Pay Range: $156,000—$193,000 USD. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs, and market demands. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.