Program Manager – Community Support

🕒 2 days ago

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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

• 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.

🎯 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

🏖️ Benefits

• Employees may also be eligible for bonuses, equity, benefits, and Employee Travel Credits.