Program Manager, Community Support

About the role

The Community Support Team within Global Operations is the voice of the Airbnb brand, supporting over 20,000 ambassadors who help millions of guests and hosts connect authentically on the platform.

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 your 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.

Requirements

• 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.

Qualifications

• This position is Canada - 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 province where Airbnb Canada, Inc. has a registered entity.
• We currently can hire in the following provinces: Ontario, British Columbia, Quebec, and Saskatchewan.

Skills

• Excellent communication and interpersonal skills.
• Strong project management and organizational skills.
• Ability to work independently and as part of a team.
• Experience with customer service and contact center technologies.
• Ability to handle ambiguity and navigate complex situations.

Benefits

• Competitive compensation package including base salary, bonus, equity, and benefits.
• Employee Travel Credits.

Pay

Canada Annual Pay Range: $128,000—$160,000 CAD

Schedule

Remote Eligible