Program Manager

at Airbnb

📍 United States

USD 156,000-193,000 per year

SENIOR

✅ Remote

Tech Stack
Tag name is followed by "@" symbol and proficiency level value. About proficiency levels:

1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;

3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;

7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;

10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.

Leadership @ 6 Marketing

Details

As a Program Manager in Airbnb's Community Support organization, you will implement large-scale, cross-functional, and cross-platform programs that support the strategic goals of Community Support and Airbnb. You will bridge Community Support, Marketing, Creative, Product/Platform, Design, Engineering, Policy, and Communications teams, leading initiatives from scoping and planning through execution and launch.

The role focuses on customer service, contact center operations, digital support, contact center technology, executive stakeholder management, and program governance. You will help advance Community Support's vision of building a loyal travel community through exceptional service.

Responsibilities

Lead complex cross-functional teams and manage multiple programs simultaneously, ensuring successful delivery in ambiguous situations.
Collaborate with executive leadership to establish and maintain strategic alignment, communicate project status, and manage expectations.
Develop and execute program plans and schedules aligned with targeted performance metrics and executive expectations.
Anticipate and navigate obstacles, and negotiate changes with cross-functional stakeholders from early concept through launch.
Assess business and organizational risks and make trade-off recommendations.
Track and measure outcomes, adapting quickly based on results and failures.
Champion Community Support Program Management Office (PMO) ways of working to drive outcomes and transparency.
Independently produce and revise executive-ready documents and presentations.

Requirements

Bachelor's degree or equivalent experience; a related field is preferred. An MBA or master's degree is preferred.
8+ years of broad experience in customer service, including contact center operations, digital support, and contact center technology.
Experience managing and executing large, complex, cross-functional projects, ideally in a contact center or customer service environment.
Experience as an organized and collaborative Senior Program Manager who motivates teams and delivers high-quality results on time.
Understanding of technology use cases in customer service and contact centers.
Experience creating detailed project plans and business cases demonstrating measurable program impact, progress, and execution.
Ability to create compelling presentations and executive storytelling.
Experience interacting with and influencing senior executive leadership.
Ability to pivot and handle ambiguity while producing structured outcomes.
Exceptional collaboration, partnership, and influencing skills, with the ability to work globally across multiple locations and time zones to drive consensus.

Location

This position is US remote eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with the manager. Candidates must live in a state where Airbnb, Inc. has a registered entity.