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[Remote] Program Manager, Community Support
Note: The job is a remote job and is open to candidates in USA. Airbnb is a global platform connecting hosts and guests through unique stays and experiences. The Program Manager, Community Support leads large-scale, cross-functional programs that advance Community Support and Airbnb’s strategic goals, coordinating stakeholders from planning through launch. The role partners with executives and teams across operations, marketing, product, design, engineering, policy, and communications to deliver exceptional support experiences.
Responsibilities
- 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
Skills
- Bachelor's Degree or equivalent experience, preferably in related field
- 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
- This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity
- MBA or Masters preferred
Benefits
- This position is US - Remote Eligible.
- This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Company Overview
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