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Salary: USD 132,000 - 154,000 / annual
Airbnb's Community Support Team is seeking a Program Manager to implement cross-functional initiatives that drive strategic goals across the organization. You will serve as a bridge between Community Support, Product, Design, Engineering, Policy, and Shared Services teams, aligning stakeholders and shepherding programs from conception through launch.
In this role, you will own end-to-end scoping, planning, execution, and launch of initiatives that impact millions of hosts and guests. You'll work with seasoned executives and senior stakeholders across Airbnb to bring Community Support's vision to life—building the world's most loyal travel community through exceptional service.
Key responsibilities include:
- Building understanding of how programs fit within broader company initiatives and adapting delivery to reach ideal outcomes
- Driving project vision and purpose through cross-functional collaboration with minimal guidance
- Managing cross-functional meetings, aligning stakeholders, and driving action plans
- Developing and monitoring plans against targets, communicating issues and blockers with recommended solutions
- Evaluating and optimizing governance structures for program teams
- Producing leadership-ready documents and presentations
- Communicating complex information at the appropriate level for different audiences
This is a remote-eligible position based in the United States. You may be asked to occasionally work at an Airbnb office or attend offsites as agreed with your manager. You must reside in a state where Airbnb, Inc. has a registered entity.
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 demonstrating measurable program impact
- Ability to create compelling presentations and storytelling for executives
- Proven experience interacting with and influencing senior stakeholders
- Ability to pivot and deal with ambiguous situations, producing structured outcomes
- Exceptional collaboration, partnership, and influencing skills in global, multi-location environments
