Program Manager, Community Support

Details

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join

The Community Support Team within Global Operations is the voice of the Airbnb brand, with over 20,000 ambassadors supporting our community and providing the glue that helps power millions of experiences and a sense of community and belonging for guests and hosts on our platform each year.

Our organization deeply believes in providing a frictionless experience at scale, works across the company to ensure the support experience is integrated across the entire lifecycle, and endeavors to make support a secret weapon and strategic differentiator for our brand.

Role description

As a Program Manager in Community Support, you are responsible for implementing large-scale, cross-functional and cross-platform programs that drive the strategic goals of the Community Support organization and Airbnb. You serve as the bridge between critical business functions such as Community Support, Marketing, Creative, Product/Platform, Design, Engineering, Policy and Comms teams, aligning stakeholders and shepherding teams through the process of bringing our strategic initiatives to life. You will deliver on the end-to-end scoping, planning, execution, and launch of initiatives to achieve success for our product, hosts, and guests. This high touch individual must come with experience working with seasoned executives, and be able to work with and influence stakeholders across entire organizations throughout Airbnb.

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.
• Anticipate and navigate obstacles; negotiate changes with cross-functional stakeholders from early concept through launch.
• Assess business and organizational risk to make trade-off recommendations.
• Track and measure outcomes; adapt and iterate quickly from failures.
• Champion Community Support PMO defined ways of working to drive outcomes and provide transparency.
• Produce and revise executive-ready documents and presentations.

Requirements / Expertise

• Bachelor's Degree or equivalent experience; 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 teams while delivering results on time and at high quality.
• Understanding of technology use cases in customer service and contact centers.
• Experience creating detailed project plans and business cases that demonstrate measurable program impact.
• Ability to create compelling presentations and storytelling for executives.
• Experience and ease interacting with and influencing senior executive leadership.
• Proven ability to pivot and structure outcomes in ambiguous situations.
• Exceptional collaboration, partnership and influencing skills; ability to work across multiple locations and time zones to drive consensus.

Location

This position is Canada - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with your manager. While Remote Eligible, you must live in a province where Airbnb Canada, Inc. has a registered entity. Currently eligible provinces: Ontario, British Columbia, Quebec, and Saskatchewan.

Compensation & How We'll Take Care of You

• Canada Annual Pay Range: $128,000—$160,000 CAD (base pay range; annualized). The role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Inclusion & Accommodations

Airbnb is committed to inclusion and belonging and encourages diverse candidates to apply. If you require reasonable accommodation during the application or interview process due to a disability, contact [email protected] with your full name, the role, and the accommodation needed.