Program Manager, Community Support

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

B2C • eCommerce • Hospitality

Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.

📋 Description

• Responsible for implementing large-scale, cross-functional, multi-platform programs. • Act as the liaison between core business functions. • Align stakeholders and guide teams throughout the process. • Manage initiatives end-to-end, from scoping through execution to launch. • Collaborate with senior leadership to ensure strategic alignment. • Assess business and organizational risks. • Maintain a full feedback loop and produce executive-level documentation.

🎯 Requirements

• Bachelor’s degree or equivalent experience, preferably in a related field; MBA or master’s degree is a plus. • More than eight years of experience in various customer support roles, including contact center operations, digital support, and contact center technologies. • Proven experience managing and delivering complex, large-scale, cross-functional projects, ideally within a contact center or customer service environment. • Recognized senior program manager known for strong organizational skills and a collaborative mindset. • Good understanding of customer support and contact center technology use cases. • Experience developing detailed project plans and business cases that demonstrate measurable program impact. • Demonstrated comfort interacting with and influencing senior executives. • Proven ability to adapt quickly and manage ambiguous situations to deliver structured outcomes.

🏖️ Benefits

• Annual salary range of $128,000 - $160,000 CAD • Bonus, equity, benefits, and Employee Travel Credits