Staff Program Manager at Mozilla managing Trust & Safety programs. Collaborating with cross - functional teams to design and implement safety and compliance initiatives.
About the role
- Program Manager driving strategic initiatives for Community Support at Airbnb. Leading cross-functional teams and executing projects to enhance customer service operations
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.
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
- bonuses
- equity
- benefits
- Employee Travel Credits
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