Airbnb
ProgramManager,CommunitySupport
Neural analysis suggests this role is
optimal for Senior candidates.
“Program Manager, Community Support at Airbnb. Skills: program management, cross-functional coordination, stakeholder management, operational metrics, resource planning, continuous improvement. implementing large-scale, cross-functional and cross-platform programs. serving as the bridge between critical business functions”
What You'll Achieve.
drive the strategic goals of the Community Support organization and Airbnb; achieve success for our product, hosts, and guests; build the world’s most loyal travel community through exceptional service; achieve targeted performance metrics that align with executive-level expectations; drive intended outcomes and provide transparency
Industry & Context.
navigating ambiguous situations; anticipating and navigating obstacles; skillfully negotiate changes; assessing business and organization risk; making trade-off recommendations; pivoting and dealing with ambiguous situations resulting in a structured outcome
must live in a province where Airbnb Canada, Inc. has a registered entity, occasional work at an Airbnb office or attendance at offsites
What They're Looking For.
Must Have
Bachelor's Degree or equivalent experience, 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
Nice to Have
MBA or Masters preferred
What You'll Do.
implementing large-scale
cross-functional and cross-platform programs
serving as the bridge between critical business functions
aligning stakeholders
shepherding teams through the process of bringing strategic initiatives to life
delivering on the end-to-end scoping
and launch of initiatives
leading complex cross-functional teams
managing multiple programs simultaneously
ensuring successful delivery while navigating ambiguous situations
collaborating closely 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
assessing business and organization risk to make trade-off recommendations
tracking and measuring outcomes
adapting and learning quickly from failure
championing CS Program Management Office (PMO) defined ways of working
providing transparency
independently producing and revising documents and presentations that are executive ready
How You'll Work.
Team & Collaboration
cross-functional coordination; stakeholder management; working with executive leadership; driving consensus across teams; collaborating with Community Support, Marketing, Creative, Product/Platform, Design, Engineering, Policy and Comms teams
Communication Scope
creating compelling presentations; storytelling to executives; communicating project status; managing expectations
Process & Methodology
program management, cross-functional project management, end-to-end scoping, planning, execution, and launch of initiatives, developing and executing program plans and schedules, creating detailed project plans and business cases
Full Job Description
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. 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 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. 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: Lead complex c
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