Senior Program Manager, Community Support

Summary

Join Airbnb's Global Operations Community Support Team as a Senior Program Manager in the Community Support PMO. You will lead large-scale, cross-functional programs driving strategic goals, bridging critical business functions, and aligning stakeholders. Responsibilities include developing and executing program plans, collaborating with executive leadership, navigating ambiguous situations, and assessing business risks. You will work with seasoned executives and influence stakeholders across the organization. This role is crucial in building the world's most loyal travel community through exceptional service. The position is US-remote eligible, with occasional office work or offsite attendance.

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

• Bonus
• Equity
• Benefits
• Employee Travel Credits