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.

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.