[Remote] Program Manager

Note: The job is a remote job and is open to candidates in USA. Airbnb operates a global platform connecting hosts and guests through stays and experiences. The Program Manager in Community Support leads large-scale, cross-functional programs, aligning stakeholders across business, product, technology, and communications teams to plan, execute, and launch strategic initiatives that improve support for hosts and guests.

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 Program Management Office (PMO) defined ways of working to drive intended outcomes and provide transparency
• Independently produces and revises documents and presentations that are executive ready

Skills

• Bachelor's Degree or equivalent experience
• 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 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
• You must live in a state where Airbnb, Inc. has a registered entity
• MBA or Masters preferred

Benefits

• US - Remote Eligible
• Bonus
• Equity
• Benefits
• Employee Travel Credits

Company Overview

Company H1B Sponsorship