Program Manager, Community Support

The Community You Will Join: 

The Community Support Team within Global Operations  is the voice of the Airbnb brand, with over 20,000 ambassadors supporting our community and providing the glue that helps power millions of experiences and a sense of community and belonging for guests and hosts on our platform each year. 

Our organization deeply believes in providing a  frictionless experience at scale, works across the company to ensure the support experience is integrated across the entire lifecycle, and endeavors to make support a secret weapon and strategic differentiator for our brand.

The Difference You Will Make:

As a PM in Community Support, you are responsible for implementing 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, Product/Platform, Design, Engineering, Policy and Shared Services teams, aligning stakeholders and shepherding teams through the process of bringing our 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 come with experience working with seasoned executives, and be able to work with and influence stakeholders throughout 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.

A Typical Day: 

• Build an understanding of how their program fits within the broader company initiatives, including cross-functional teams, related programs, and organizational ways of working. With guidance, synthesizes these various external influences and adapts program delivery to reach an ideal outcome
• With minimal guidance, drives a project vision and purpose by collaborating with cross-functional teams.
• Manages cross-functional meetings and aligns stakeholders and teams to drive action plans and results. 
• Develops plans and monitors progress against the plan, communicates and effectively escalates issues and blockers with path to green recommendations
• Evaluates existing governance structures and optimises or creates new ones for the program team, seeks leadership feedback.
• Produces and revises documents and presentations that are leadership-ready, seeks guidance to refine as needed.
• Communicates complex information or ideas at the right altitude for the audience.

Your Expertise:

• Bachelor's Degree or equivalent, preferably in education or 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
• Organized and collaborative 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 project plans and business cases to show measurable impact of program, progress and project execution
• Ability to create compelling presentations and storytelling to to executives
• Experience and ease 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 with the ability to work in a global environment across multiple locations and time zones to drive consensus across teams
• Grace under pressure

Your 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. 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. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.