Program Manager, Community Support
Leads large, cross-functional programs for Airbnb’s Community Support organization, aligning executives and teams across operations, product, engineering, design, and communications. Requires 8+ years of customer-service experience, complex project delivery expertise, and strong executive influence.
About the job
Responsibilities
- Lead complex, cross-functional programs and manage multiple initiatives simultaneously, navigating ambiguity and ensuring successful delivery.
- Partner with executive leadership to establish strategic alignment, communicate status, and manage expectations.
- Develop and execute program plans and schedules aligned with performance metrics and executive expectations.
- Anticipate obstacles, negotiate changes, and coordinate stakeholders from concept through launch.
- Assess business and organizational risk and recommend trade-offs.
- Track outcomes, adapt based on results, and incorporate lessons from failures.
- Champion PMO-defined ways of working to drive transparency and intended outcomes.
- Produce and revise executive-ready documents and presentations.
Requirements
- Bachelor's degree or equivalent experience; a related field is preferred.
- 8+ years of broad customer-service experience across contact-center operations, digital support, and contact-center technology.
- Experience managing and executing large, complex, cross-functional projects, ideally in contact-center or customer-service environments.
- Experience with technology use cases in customer service and contact centers.
- Experience creating detailed project plans and business cases demonstrating measurable program impact and execution progress.
- Ability to create compelling executive presentations and storytelling.
- Experience interacting with and influencing senior executive leadership.
- Ability to pivot through ambiguous situations and produce structured outcomes.
- Exceptional collaboration, partnership, and influencing skills in a global, cross-time-zone environment.
Nice-to-haves
- MBA or master's degree.
- Experience as an organized and collaborative senior program manager who motivates teams and delivers high-quality results on schedule.
Compensation and Benefits
- Base pay range: $156,000–$193,000 USD.
- May be eligible for bonus, equity, benefits, and Employee Travel Credits.
Skills
Program Management, Project Management, Contact Center Operations, Digital Support, Customer Service Technology, Cross-Functional Leadership, Executive Communication, Business Cases, Risk Management, Program Planning, Pmo, Stakeholder Management
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