Description
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.
As a Program Manager in Community Support, 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.
A typical day for this role includes leading complex cross-functional teams and managing multiple programs simultaneously, ensuring successful delivery while navigating ambiguous situations. You will collaborate closely with executive leadership to establish and maintain strategic alignment, communicate project status, and manage expectations.
Your expertise should include a bachelor's degree or equivalent experience, preferably in a related field; MBA or Master's preferred. You should have 8+ years of broad experience in customer service across contact center operations, digital support, and contact center technology.
You will be organized and collaborative, with the ability to inspire and motivate your team while driving results on time, and at high quality. You should have a deep understanding of technology use cases in customer service and contact centers, and experience in creating detailed project plans and business cases to show measurable impact of program, progress and project execution.
You will be able to create compelling presentations and storytelling to executives, and have experience and ease interacting with and influencing senior executive leadership. You should be able 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 are essential for this role.