Program Manager [Community Support]

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 almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join

Airbnb is a global community based on connection and belonging. The Community Support team supports this mission with a vision to ‘build the world’s most loyal travel community through exceptional service'.

The Difference You Will Make

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.

A Typical Day

• 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.
• Collect business requirements, and work with Product/IT stakeholders to assess and prioritize according to operational benefit.
• Accountable for planning and execution of global strategic priorities across all departments within the Community Support org.
• 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.
• Regularly assess project risks and opportunities. Leverage best practices and continually drive process improvements, but work creatively to drive execution and simplification.
• Work with Community Support leadership to define, launch, and execute multiple strategic and operational initiatives at the same time.
• Lead & deliver large programs that have impactful and measurable outcomes.
• 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.

Your Expertise

• Experience managing large projects or deploying customer facing change in a call center environment an advantage
• Ability to anticipate risks & issues and proactively mitigate them
• Strong stakeholder management
• 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.
• Strong leadership
• BA/BS degree. MBA or graduate degree in business or technical field preferred.
• Deep knowledge and experience using collaborative project management tools and processes (e.g. JIRA, Asana, Smartsheets, Google docs, scrum, agile).
• Formal project certification an advantage (eg. PMI, PMP, Prince2)
• Comfortable in an environment with ambiguity and minimal supervision
• Proactive communication and interpersonal skills
• Passion for exceptional customer service

Your 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. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

How We'll Take Care Of You

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Pay Range

$125,000—$153,500 USD