Program Manager – Community Support

🔥 16 hours ago

🇺🇸 United States – Remote

💵 $132k - $154k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

✈️ Travel

📦 Logistics

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

Travel • Logistics • eCommerce

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

• 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