Program Manager – Community Support
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Job Description
Program Manager advancing Airbnb Community Support programs across product, operations, and engineering. Delivering strategic initiatives that improve service for hosts and guests.
Responsibilities:
- Implement cross-functional and cross-platform programs that drive the strategic goals of the Community Support organization and Airbnb
- Serve as the bridge between Community Support, Product/Platform, Design, Engineering, Policy, and Shared Services teams
- Align stakeholders and shepherd teams through bringing strategic initiatives to life
- Deliver end-to-end scoping, planning, execution, and launch of initiatives for products, hosts, and guests
- Build understanding of how programs fit within broader company initiatives and adapt program delivery
- Drive project vision and purpose with cross-functional teams
- Manage cross-functional meetings and align stakeholders and teams around action plans and results
- Develop plans, monitor progress, communicate issues and blockers, and provide path-to-green recommendations
- Evaluate, optimize, or create governance structures for program teams
- Produce and revise leadership-ready documents and presentations
- Communicate complex information at the appropriate level for the audience
Requirements:
- Bachelor's Degree or equivalent experience, preferably in a 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
- Understanding of technology use cases in customer service and contact centers
- Experience creating project plans and business cases to show measurable program impact, progress, and project execution
- Ability to create compelling presentations and storytelling for executives
- Experience 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 to work in a global environment across multiple locations and time zones and drive consensus across teams
- Must live in a state where Airbnb, Inc. has a registered entity
Benefits:
- Bonus eligibility
- Equity eligibility
- Benefits eligibility
- Employee Travel Credits
- Remote work eligibility
- Occasional work at an Airbnb office or attendance at offsites, as agreed with the manager
- Reasonable accommodations throughout the recruitment process for applicants with disabilities
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