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Senior Program Manager – Audit Remediation & Governance
LinkedIn Recruiter Post
Senior Program Manager needed for a 12 - month contract in Toronto to lead audit remediation and establish a Patching Centre of Excellence.
About the role
- Program Manager overseeing community support initiatives at Airbnb. Driving large-scale programs and cross-functional collaboration to meet strategic goals.
Responsibilities
- Lead complex cross-functional teams and manage multiple programs simultaneously, ensuring successful delivery in sometimes ambiguous contexts.
- Work closely with senior leadership to ensure strategic alignment, communicate program status, and manage expectations.
- Develop and implement program plans and timelines aimed at achieving performance indicators that meet leadership expectations.
- Demonstrate curiosity, anticipate obstacles, and skillfully manage changes with cross-functional stakeholders from initial design through launch.
- Assess business and organizational risks to formulate informed recommendations on trade-offs.
- Ensure a complete feedback loop: track and measure outcomes, then adapt quickly and learn from failures.
- Promote the working methods defined by the Community Support BGP to achieve desired outcomes and ensure transparency.
- Independently produce and revise executive-level documents and presentations.
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 service roles, including contact center operations, digital support, and contact center technologies.
- Proven experience managing and executing large-scale, complex, cross-functional projects, ideally in a contact center or customer service environment.
- Senior program manager recognized for strong organizational skills and a collaborative mindset, able to mobilize and inspire teams while delivering high-quality results on schedule.
- Solid understanding of technology use cases related to customer service and contact centers.
- Experience developing detailed project plans and business cases demonstrating measurable program impact, progress, and project execution.
- Ability to design compelling presentations and communicate strategic messages effectively to leadership.
- Proven comfort interacting with and influencing senior executives.
- Demonstrated ability to adapt quickly and manage ambiguous situations to achieve structured outcomes.
- Excellent collaboration, partnership, and influencing skills, with the ability to work in a global, multi-site, multi-time-zone environment to drive consensus across teams.
- Ability to work under pressure.
Benefits
- Bonuses
- Equity
- Employee Travel Credits
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Program Manager driving strategic initiatives for Community Support at Airbnb. Leading cross - functional teams and executing projects to enhance customer service operations