Senior Program Manager, Community Support

extra holidays - extra parental leave - work from home - fully flexible
Work set-up: 
Full Remote
Contract: 
Experience: 
Senior (5-10 years)
Work from: 

Offer summary

Qualifications:

Bachelor's Degree or higher, preferably in education or related field; MBA or Master's preferred., 8+ years of experience in customer service, contact center operations, or digital support., Experience managing large, complex, cross-functional projects in customer service environments., Strong ability to influence senior executives and work across global teams..

Key responsibilities:

  • Lead and manage multiple cross-functional programs to achieve strategic goals.
  • Collaborate with executive leadership to align on project objectives and communicate progress.
  • Develop detailed project plans, schedules, and business cases to demonstrate impact.
  • Track outcomes, measure success, and adapt strategies based on results.

Airbnb logo
Airbnb Large http://airbnb.com
5001 - 10000 Employees
See all jobs

Job description

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.

The Difference You Will Make:

As a Senior Program Manager in Community Support PMO, you are responsible for implementing largescale, crossfunctional and crossplatform 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, ProductPlatform, 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 endtoend 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. You’ll play a critical role in bringing to life Community Support’s vision to build the world’s most loyal travel community through exceptional service.

A Typical Day:

Required profile

Experience

Level of experience: Senior (5-10 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Program Management
  • Customer Service
  • Adaptability
  • Collaboration
  • Communication
  • Problem Solving

Program Manager Related jobs