Senior 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 Senior Program Manager in Community Support PMO, you are responsible for implementing large-scale, 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, Marketing, Creative, Product/Platform, Design, Engineering, Policy and Comms 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 across entire organizations 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:
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 your outcomes and adapt and learn quickly from failure.
Champions CS PMO defined ways of working to drive intended outcomes and provide transparency.
Independently produces and revises documents and presentations that are executive ready.
Your Expertise:
Bachelor's Degree or equivalent, preferably in education or 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 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
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: reasonableaccommodations@airbnb.com. 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.
About the job
Apply for this position
Senior 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 Senior Program Manager in Community Support PMO, you are responsible for implementing large-scale, 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, Marketing, Creative, Product/Platform, Design, Engineering, Policy and Comms 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 across entire organizations 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:
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 your outcomes and adapt and learn quickly from failure.
Champions CS PMO defined ways of working to drive intended outcomes and provide transparency.
Independently produces and revises documents and presentations that are executive ready.
Your Expertise:
Bachelor's Degree or equivalent, preferably in education or 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 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
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: reasonableaccommodations@airbnb.com. 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.