# Program Manager, Community Support

**Company**: Airbnb
**Location**: United States
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $156,000-$193,000 USD
**Category**: Operations
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q63327

**Apply**: https://job-boards.greenhouse.io/airbnb/jobs/7944540?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_d1812a98-14c

## Description

As a Program Manager in Community Support, you will be responsible for implementing large-scale, 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, 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 will involve leading complex cross-functional teams and managing multiple programs simultaneously, ensuring successful delivery while navigating ambiguous situations.

Collaboration with executive leadership to establish and maintain strategic alignment, communicate project status, and manage expectations.

Developing and executing program plans and schedules to achieve targeted performance metrics that align with executive-level expectations.

Being curious, anticipating and navigating obstacles and skillfully negotiating changes with cross-functional stakeholders at every stage from early concept through to launch.

Assessing business and organization risk to make trade-off recommendations.

Closing the loop - tracking and measuring your outcomes and adapting and learning quickly from failure.

Champions CS Program Management Office (PMO) defined ways of working to drive intended outcomes and provide transparency.

Independently producing and revising documents and presentations that are executive-ready.

Your expertise will include a Bachelor's Degree or equivalent experience, preferably in a related field; MBA or Master's 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 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.

## Skills

### Required
- Customer Service
- Project Management
- Leadership
- Communication
- Problem-Solving
- Collaboration
- Influencing
- Executive Leadership
- Cross-Functional Teams
- Program Management

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/airbnb/jobs/7944540?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)