Senior Program Manager, Community Support

Summary

Join Airbnb's Global Operations team as a Senior Program Manager in Community Support PMO and lead large-scale, cross-functional programs driving strategic goals. Collaborate with executive leadership, develop and execute program plans, and navigate ambiguous situations. You will be responsible for the end-to-end scoping, planning, execution, and launch of initiatives. This role requires experience managing complex projects in a customer service environment and strong collaboration skills. The position is US-remote eligible, with occasional office work or offsites. Airbnb is committed to diversity and inclusion.

Requirements

• Bachelor's Degree or equivalent, preferably in education or related field; 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 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, progress and project execution
• Ability to create compelling presentations and storytelling to to executives
• Experience and ease interacting with and influencing senior executive leadership
• Proven ability to pivot and deal with ambiguous situations resulting in a structured outcome
• 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
• Grace under pressure

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
• Be curious, anticipate and navigate obstacles and skillfully negotiate changes with cross-functional stakeholders at every stage from early concept through to launch
• Assess business and organization risk to make trade-off recommendations
• Close the loop - track and measure your outcomes and adapt and learn quickly from failure
• Champions CS PMO defined ways of working to drive intended outcomes and provide transparency
• Independently produces and revises documents and presentations that are executive ready

Benefits

This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits