Community Support Program Manager

About the Role

As a Community Support Program Manager, 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 your program fits within broader company initiatives, including cross-functional teams, related programs, and organizational ways of working. With guidance, synthesize these various external influences and adapt program delivery to reach an ideal outcome.
• With minimal guidance, drive a project vision and purpose by collaborating with cross-functional teams. Manage cross-functional meetings and align stakeholders and teams to drive action plans and results.
• Develop plans and monitor progress against the plan, communicate and effectively escalate issues and blockers with path to green recommendations.
• Evaluate existing governance structures and optimize or create new ones for the program team, seeking leadership feedback.
• Produce and revise documents and presentations that are leadership-ready, seeking guidance to refine as needed. Communicate complex information or ideas at the right altitude for the audience.

Requirements

• 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 for 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.

Education

Bachelor's Degree or equivalent, preferably in a related field.

Belonging & Accommodations

Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement and allows us to attract the best people and to develop the best products, services, and solutions. All qualified individuals are encouraged to apply. If you need assistance or reasonable accommodation during the application and recruiting process, please connect with your talent sourcing partner.

Pay Rate & Benefits

Pay Rate Range: $72-$82/hr

Benefits: Medical, Dental, Vision, 401K

Key skills/competency

• Program Management
• Cross-functional Collaboration
• Customer Service Operations
• Project Planning
• Stakeholder Management
• Contact Center Technology
• Executive Communication
• Strategic Initiatives
• Problem Solving
• Business Case Development