Senior Program Manager - Differentiated 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 the Senior Manager, Differentiated Support Programs, you are entrusted with leading the charge to transform Airbnb support from one-size-fits-all to dynamic and personalized. You will orchestrate and execute the tactics to elevate the community support model to one that builds trust and loyalty in our guests and hosts. The magic of our customer service is our surprise and delight operations, and this role will run point in leading a team that orchestrates customer service transformation in an iterative manner, in alignment with our 2026 vision.

A Typical Day: 

• Collaborate with CS Operations to transform agent skilling, create new routing design, premium agent groups, and streamline specializations & service tier structure

• Collaborate with CS Operations to create, launch and iterate a career progression program for agents that has elements of rotational specializations, leadership training, and opportunities, to drive workforce excellence and longevity

• Create the strategy and iterative roadmap to build the right balance of AI-powered agents vs human agents

• Personalize and customize issue treatment based on trip value, customer lifetime value, customer tenure, etc., with tiered escalations based on customer value

• Create the strategy and tactical plan for proactive outbound customer service

• Transform dispute resolution by analyzing past dispute data to optimize future dispute handling processes

• Partner with data analytics teams to improve intent detection and recognition based on a multi-faceted intent model

• Expand channel options for CS in partnership with CS Product

• Enhance existing workflows and create news ones that are dynamically adaptable to both solve issues and address unique situations

• Collaborate with CS Operations to measure and incentivize adherence to policies at scale

• Capture input and feedback from contact analysis, including both metric based and VOC & call/chat text analytics, as well as direct feedback from agent workforce to drive a prioritized closed loop program that permanently resolves issues

• Implement transformation tactics in a pilot setting before applying improvements and scaling to larger workforce

• Set Service Transformation KPI targets and create both short term and long term service transformation roadmap with tactics and execution details

• Expand and broaden customer journey mapping across scenarios with highest volume and impact

• Set a vision and make it real. Set a clear and compelling North Star that is functional, economical, and differentiated. This could be through a given opportunity from the Design Workshop team, or based on an insight raised from the frontlines. Work cross-functionally with Business Process Improvement, Engagement Managers, Product, Design, Operations, and the business to chart the path to get there.  

• Orchestrate capabilities across people, process, product through the sequencing of strategic initiatives that will bring the vision to life over time.

• Assert the customer-first point of view that is based on research, analysis, and insights.

• Blend creative thinking and exceptional problem solving at every stage from early concept, service design, functional design, and launch.

• Implementation  Accountable for an experience from Intake through early stages of planning and ultimate delivery of the envisioned experience.

• Close the loop - track and measure your outcomes and adapt and learn quickly from failure.

Your Expertise:

• Bachelor's Degree or equivalent, preferably in education or related field; MBA or Masters preferred

• 10+ years of broad experience in customer service across contact center operations, digital support, and contact center technology

• Experience working with the frontline in a contact center environment

• Experience managing program managers in Customer Service organizations

• Experience working across both customer service and retention strategy and operations

• Understanding of AI and other technology use cases in service, including customer facing chat bots, agent assist, etc.

• Experience in creating business requirements, functional requirements, and use cases, along with business cases to show impact of service transformation programs

• Ability to create compelling presentations and storytelling to present transformational content

• Experience and ease interacting with and influencing senior executive leadership

• Proactive problem solver; able to see big picture and streamline current processes while planning for long-term growth

• Creating compelling vision and supporting roadmap - Uses knowledge of service best practices (internally & externally) to easily translate that into a compelling vision that is aligned with Airbnb’s mission and business priorities.

• 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.

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.