Community Support Program Manager

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in more than 100, 000 cities and towns located in 220+ countries and regions across the globe. Every day, Hosts offer unique stays and one-of-a-kind activities that make it possible for guests to experience the world in a more authentic, connected way.  

 

Airbnb was born with a creative spirit, and it’s one of the most defining parts of our culture. We use our curiosity and imagination to come up with unconventional solutions. These are the ideas at the core of Airbnb: 

• Our community is based on connection and belonging. 
• It takes a unified team committed to our core values to embody these ideas,  and our fast-moving team is committed to leading as a 21st century company. 
• Our responsibility is to all of our stakeholders. 
• Our creativity allows us to imagine new possibilities for people. 

The Location :

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager.

The Job:

As a Community Support Program Manager, you are responsible for leading & implementing large-scale programs and projects that drive the strategic goals of the Community Support organization. You will work cross-functionally to improve Community Support productivity and efficiency, and do so with clear communication, efficient resource usage, and deep focus on overall project execution. 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.

Responsibilities

• Lead & deliver large programs that have impactful and measurable outcomes.
• In collaboration with Community Support Leadership and Product teams, identify opportunities and advocate for product improvements and/or tools that support the team’s strategy and the needs of the customer.
• Accountable for planning and execution of global strategic priorities across all departments within the Community Support org.
• Prepare presentations and clearly communicate program status and progress to large groups of project stakeholders and senior leadership within Community Support and in the broader company.
• Effectively manage change by influencing and communicating with key stakeholders. Anticipate risks associated with change management, and ensure creative and effective mitigations are available.
• Work with Community Support leadership to define, launch, and execute multiple strategic and operational initiatives at the same time.
• Collaborate cross-functionally across all levels of leadership on Community Support, Businesses, Platform teams, and Central teams to drive key programs and projects. Influence program strategy in service of the company’s high-level goals.
• Collect business requirements, and work with Product/IT stakeholders to assess and prioritize according to operational benefit.
• Regularly assess project risks and opportunities. Leverage best practices and continually drive process improvements, but work creatively to drive execution and simplification.

About You:

• Ability to anticipate risks & issues and proactively mitigate them
• Comfortable in an environment with ambiguity and minimal supervision
• Passion for exceptional customer service
• Proactive communication and interpersonal skills
• Strong leadership
• Strong stakeholder management

Qualifications:

• BA/BS degree. MBA or graduate degree in business or technical field preferred.
• Experience managing large projects or deploying customer facing change in a call center environment an advantage
• Experienced in people and organizational transformation projects
• Formal project certification an advantage (eg. PMI, PMP, Prince2)
• Deep knowledge and experience using collaborative project management tools and processes (e.g. JIRA, Asana, Airtable, Smartsheets, Google docs, scrum, agile).
• Experience working with Talent/Human resource teams within a Customer Service environment.
• 10+ years of project/program management experience, with a proven track record of quality delivery with emphasis on program management best practices and methods. Preferably in a high-growth high-volume service operations environment.

Belonging & Accommodations:

Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement, and allows us to attract the best people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. If you need assistance, or reasonable accommodation during the application and recruiting process, please connect with your talent sourcing partner.

Pay Rate Range: $73-$87/hour

Benefits: Medical, Dental, Vision, 401K

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