Program Manager, Community Support

Airbnb

3d•Remote

About The Position

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 PM in Community Support, you are responsible for implementing 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, Product/Platform, Design, Engineering, Policy and Shared Services 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 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: Build an understanding of how their program fits within the broader company initiatives, including cross-functional teams, related programs, and organizational ways of working. With guidance, synthesizes these various external influences and adapts program delivery to reach an ideal outcome With minimal guidance, drives a project vision and purpose by collaborating with cross-functional teams. Manages cross-functional meetings and aligns stakeholders and teams to drive action plans and results. Develops plans and monitors progress against the plan, communicates and effectively escalates issues and blockers with path to green recommendations Evaluates existing governance structures and optimises or creates new ones for the program team, seeks leadership feedback. Produces and revises documents and presentations that are leadership-ready, seeks guidance to refine as needed. Communicates complex information or ideas at the right altitude for the audience.

Requirements

Bachelor's Degree or equivalent, preferably in education or 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, ideally in a contact center and/or customer service environment
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 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.
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
Grace under pressure

Responsibilities

Build an understanding of how their program fits within the broader company initiatives, including cross-functional teams, related programs, and organizational ways of working. With guidance, synthesizes these various external influences and adapts program delivery to reach an ideal outcome
With minimal guidance, drives a project vision and purpose by collaborating with cross-functional teams.
Manages cross-functional meetings and aligns stakeholders and teams to drive action plans and results.
Develops plans and monitors progress against the plan, communicates and effectively escalates issues and blockers with path to green recommendations
Evaluates existing governance structures and optimises or creates new ones for the program team, seeks leadership feedback.
Produces and revises documents and presentations that are leadership-ready, seeks guidance to refine as needed.
Communicates complex information or ideas at the right altitude for the audience.