Program Manager, Community Support

Airbnb is seeking a Program Manager to join the Community Support Team within Global Operations. This role is responsible for implementing large-scale, cross-functional, and cross-platform programs that drive the strategic goals of the Community Support organization and Airbnb. You will 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.

• 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 organization 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.

• 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.

Base pay range: $156,000—$193,000 USD. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

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. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states.

Apply through the Airbnb careers page for this position.