Program Manager – Community Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Execute cross-functional and cross-platform initiatives that advance the strategic objectives of the Community Support organization and Airbnb.

• Act as the liaison among Community Support, Product/Platform, Design, Engineering, Policy, and Shared Services teams.

• Align stakeholders and guide teams in bringing strategic projects to fruition.

• Oversee the complete process of scoping, planning, executing, and launching initiatives for products, hosts, and guests.

• Enhance understanding of how programs integrate within broader company objectives and modify program delivery accordingly.

• Propel project vision and intent with cross-functional teams.

• Facilitate cross-functional meetings to align stakeholders and teams around action plans and outcomes.

• Create plans, track progress, address issues and obstacles, and offer recommendations for resolution.

• Assess, refine, or establish governance structures for program teams.

• Generate and update documents and presentations suitable for leadership review.

• Convey complex information at the appropriate level for the intended audience.

⛳️ Requirements

• Bachelor's Degree or comparable experience, ideally in a relevant field.

• Over 4 years of extensive experience in customer service across contact center operations, digital support, and contact center technology.

• Proven experience in managing and executing intricate, cross-functional projects, preferably within a contact center and/or customer service setting.

• Familiarity with technology applications in customer service and contact centers.

• Experience in developing project plans and business cases that demonstrate measurable program impact, progress, and execution.

• Skill in crafting engaging presentations and narratives for executives.

• Experience in engaging with and influencing senior stakeholders.

• Demonstrated ability to adapt and navigate ambiguous situations to achieve structured outcomes.

• Outstanding collaboration, partnership, and influencing abilities to operate in a global environment across various locations and time zones, fostering consensus among teams.

• Must reside in a state where Airbnb, Inc. has a registered entity.

🏝️ Benefits

• Bonus eligibility.

• Equity eligibility.

• Benefits eligibility.

• Employee Travel Credits.

• Remote work eligibility.

• Occasional work at an Airbnb office or participation in offsite events, as arranged with the manager.

• Reasonable accommodations throughout the recruitment process for applicants with disabilities.