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 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.

Requirements

Bachelor's Degree or equivalent experience, preferably in related field; MBA or Masters 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

Responsibilities

Lead complex cross-functional teams and manage multiple programs simultaneously, ensuring successful delivery while navigating ambiguous situations.
Collaborate closely with executive leadership to establish and maintain strategic alignment, communicate project status, and manage expectations.
Develop and execute program plans and schedules to achieve targeted performance metrics that align with executive-level expectations.
Be curious, anticipate and navigate obstacles and skillfully negotiate changes with cross-functional stakeholders at every stage from early concept through to launch.
Assess business and organization risk to make trade-off recommendations.
Close the loop - track and measure your outcomes and adapt and learn quickly from failure.
Champions CS Program Management Office (PMO) defined ways of working to drive intended outcomes and provide transparency.
Independently produces and revises documents and presentations that are executive ready.