Program Manager, Community Support

Airbnb

13d•CA$128,000 - CA$160,000•Remote

About The Position

The Community Support team within Global Operations is the voice of the Airbnb brand. With over 20,000 ambassadors serving our community, it is the essential link that enables millions of travelers and hosts to have enriching experiences and feel a true sense of belonging on our platform each year. Our organization believes in the importance of delivering a seamless experience at scale. It collaborates across the company to integrate the support experience into all stages of the user journey and strives to make community support a strategic advantage and a key differentiator for our brand.

Requirements

Bachelor's degree or equivalent experience, ideally in a related field; MBA or Master's degree is an asset.
More than eight years of experience in various customer service roles, including contact center operations, digital support, and call center technologies.
Demonstrated experience in managing and executing complex, large-scale, cross-functional projects, ideally in a contact center or customer service environment.
Recognized Principal Program Manager with strong organizational skills and a collaborative spirit, capable of mobilizing and inspiring teams while ensuring high-quality results are delivered on time.
Good understanding of technological use cases related to customer service and contact centers.
Experience in developing detailed project plans and business cases demonstrating the measurable impact of programs, their progress, and project execution.
Ability to design compelling presentations and effectively communicate strategic messages to leadership.
Demonstrated comfort in interacting with and influencing senior executives.
Proven ability to adapt quickly and manage ambiguous situations to achieve structured outcomes.
Excellent collaboration, partnership, and influencing skills, with the ability to work in a global environment across multiple sites and time zones to foster consensus among teams.
Ability to work under pressure.

Nice To Haves

MBA or Master's degree

Responsibilities

Lead complex cross-functional teams and manage multiple programs simultaneously, ensuring successful delivery in sometimes ambiguous contexts.
Collaborate closely with senior leadership to ensure strategic alignment, communicate project status, and manage expectations.
Develop and implement program plans and timelines to achieve performance indicators aligned with leadership expectations.
Demonstrate curiosity, anticipate obstacles, and skillfully manage changes with cross-functional stakeholders from initial design through launch.
Assess business and organizational risks to provide informed recommendations on trade-offs.
Ensure a complete feedback loop: track and measure results, then adapt quickly and learn from failures.
Promote the working methods defined by the Community Support BGP to achieve desired results and ensure transparency.
Independently produce and review executive-level documents and presentations.