Program Manager, Community Support

We're looking for a Program Manager, Community Support to join our team in Canada. As a Program Manager, Community Support, you will be responsible for implementing large-scale, cross-functional, and multi-platform programs that directly contribute to the community support organization's strategic objectives and Airbnb's overall success.

In this role, you will act as a liaison between essential business functions such as community support, marketing, creation, products and platforms, design, engineering, policies, and communications. You will ensure that stakeholders are aligned and accompany teams throughout the process of realizing strategic initiatives.

Your responsibilities will include managing complete initiatives, from defining scope to planning and execution, to launch, to ensure the success of our products and the experience of our hosts and travelers.

The ideal candidate will have a solid experience of collaboration with senior leaders and be able to effectively influence stakeholders at all levels of the organization.

A typical day will involve leading complex cross-functional teams and managing multiple programs simultaneously, ensuring successful delivery in sometimes ambiguous contexts.

You will collaborate closely with senior leadership to ensure strategic alignment, communicate project progress, and manage expectations.

You will develop and implement program plans and schedules aimed at achieving performance indicators in line with management expectations.

You will demonstrate curiosity, anticipate obstacles, and skillfully manage changes with cross-functional stakeholders, from initial design phases to launch.

You will evaluate business and organizational risks to formulate informed recommendations on compromises to prioritize.

You will ensure a complete feedback loop: track and measure results achieved, then adapt quickly and draw lessons from failures.

You will promote established BGP community support methods to achieve desired results and ensure transparency.

You will produce and revise independently executive-level documents and presentations.

Your expertise should include a bachelor's degree or equivalent, ideally in a related field; an MBA or master's degree is an asset.

You should have more than eight years of experience in different customer-facing roles, including operations, contact center, digital support, and technology-related positions.

You should have demonstrated experience in managing and executing complex projects, preferably in a contact center or customer-facing environment.

You should be a recognized program manager with a strong sense of organization and a collaborative spirit, able to mobilize and inspire teams while ensuring the delivery of high-quality results within established deadlines.

You should have a good understanding of relevant customer-facing technology cases and contact center operations.

You should have experience in developing detailed project plans and business case documents demonstrating measurable impact, progress, and project execution.

You should be able to create convincing presentations and communicate strategic messages to senior leaders.

You should be comfortable interacting with senior leaders and exercising influence over them.

You should be able to adapt quickly and manage ambiguous situations to achieve structured results.

You should have proven collaboration, partnership, and influence skills, with the ability to work in a global, distributed environment across multiple sites and time zones to foster team consensus.

You should be able to work under pressure.

This role requires the selected candidate to be based in Canada to perform the work. Currently, employees can be located in British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is constantly updated; please check with us if the provinces where you live are on the list. If your position is employed by another Airbnb entity, your recruiter will inform you of the provinces where you are eligible to work.

Airbnb is committed to working with the largest talent pool possible. We believe that diversity of ideas fosters innovation and engagement, and we attract creative people and develop the best products, services, and solutions. All qualified individuals are encouraged to apply. We also strive to provide an inclusive hiring and interview process for people with disabilities. If you are a disabled candidate and need reasonable accommodations to submit an application, please contact us at reasonnableaccommodations@airbnb.com. Please include your full name, the position you are applying for, and the necessary accommodations to help you through the recruitment process. We ask that you contact us only if you are a candidate whose disability prevents you from completing our online application.

We use automated tools to help our recruitment team efficiently review a large number of applications. All final hiring decisions are made by a human.

This position corresponds to a vacant position within the organization.