Program Manager – Community Support

Job Description:

• Implement cross-functional and cross-platform programs that drive the strategic goals of the Community Support organization and Airbnb
• Serve as the bridge between Community Support, Product/Platform, Design, Engineering, Policy, and Shared Services teams
• Align stakeholders and shepherd teams through bringing strategic initiatives to life
• Deliver end-to-end scoping, planning, execution, and launch of initiatives for products, hosts, and guests
• Build understanding of how programs fit within broader company initiatives and adapt program delivery
• Drive project vision and purpose with cross-functional teams
• Manage cross-functional meetings and align stakeholders and teams around action plans and results
• Develop plans, monitor progress, communicate issues and blockers, and provide path-to-green recommendations
• Evaluate, optimize, or create governance structures for program teams
• Produce and revise leadership-ready documents and presentations
• Communicate complex information at the appropriate level for the audience

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
• Understanding of technology use cases in customer service and contact centers
• Experience creating project plans and business cases to show measurable program impact, progress, and project execution
• Ability to create compelling presentations and storytelling for executives
• Experience interacting with and influencing senior stakeholders
• Proven ability to pivot and deal with ambiguous situations resulting in a structured outcome
• Exceptional collaboration, partnership, and influencing skills to work in a global environment across multiple locations and time zones and drive consensus across teams
• Must live 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 attendance at offsites, as agreed with the manager
• Reasonable accommodations throughout the recruitment process for applicants with disabilities