Program Manager, Community Support

As a Program Manager in Community Support at Airbnb, you will implement cross-functional and cross-platform programs that drive the strategic goals of the Community Support organization and Airbnb.

You will serve as the bridge between critical business functions such as Community Support, Product/Platform, Design, Engineering, Policy and Shared Services teams, aligning stakeholders and shepherding teams through the process of bringing our strategic initiatives to life.

Your responsibilities will include:

• Building an understanding of how your program fits within the broader company initiatives
• Driving a project vision and purpose by collaborating with cross-functional teams
• Managing cross-functional meetings and aligning stakeholders and teams to drive action plans and results
• Developing plans and monitoring progress against the plan
• Evaluating existing governance structures and optimizing or creating new ones for the program team
• Producing and revising documents and presentations that are leadership-ready

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
• Organized and collaborative 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 project plans and business cases to show measurable impact of program, progress and project execution
• Ability to create compelling presentations and storytelling to executives
• Experience and ease interacting with and influencing senior stakeholders
• Proven ability to pivot and deal with ambiguous situations resulting in a structured outcome

We offer a salary range of $132,000-$154,000 USD, and this role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.