Remote Senior Manager, Community Support PMO

Summary

Join our Community Support Team as a Senior Manager to implement large-scale programs that drive strategic goals and lead the end-to-end scoping, planning, execution, and launch of initiatives to deliver success for our product, hosts, and guests.

Requirements

• Bachelor's Degree or equivalent, preferably in education or related field; MBA or Masters preferred
• 10+ 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
• Experience working with frontline customer service and contact center organizations
• Experience managing teams (ideally program or project managers) in Customer Service or Customer Experience organizations
• Organized and collaborative leader who inspires and motivates their team while driving results on time, and at high quality
• Understanding of technology use cases in customer service and contact centers
• Experience in creating detailed project plans and business cases to show measurable impact of program and project execution
• Ability to create compelling presentations and storytelling to executives
• Experience and ease interacting with and influencing senior executive leadership
• Proactive problem solver; able to see big picture and streamline current processes while planning for long-term growth
• Creating supporting roadmap for key priorities - uses knowledge of service best practices (internally & externally) to easily translate that into a compelling plan that is aligned with Airbnb’s mission and business priorities
• Exceptional collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones to drive consensus across teams

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 implement program plans, schedules, budgets, and performance metrics that align with executive-level expectations
• Implement pilot and A/B tests before applying improvements and scaling to larger workforce
• Manage, inspire, and lead a team of high-performing project and program managers
• Co-create a clear and compelling roadmap that is functional, economical, and differentiated
• Orchestrate capabilities and deliverables across people, process, product through the sequencing of strategic initiatives that will bring the vision to life over time
• Assert the customer-first point of view that is based on research, analysis, and insights
• Blend creative thinking and exceptional problem solving at every stage from early concept, service design, functional design, and launch
• Own a project or program from Intake through early stages of planning and ultimate delivery of the envisioned experience
• Close the loop - track and measure your outcomes and adapt and learn quickly from failure

Benefits

US - Remote Eligible