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 5 million hosts who have welcomed over 2 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: 

The Community Support Team within Global Operations  is the voice of the Airbnb brand, with over 20,000 specialists supporting our community and providing the glue that helps power millions of experiences and a sense of community and belonging for guests and hosts on our platform each year. 

Our organization deeply believes in providing a  frictionless experience at scale, works across the company to ensure the support experience is integrated across the entire lifecycle, and endeavors to make support a secret weapon and strategic differentiator for our brand.

The Difference You Will Make:

As a Program Manager in Community Support, you are responsible for implementing cross-functional and cross-platform programs that drive the strategic goals of the Community Support organization and Airbnb. You serve as the bridge between critical business functions such as Community Support, Product/Platform, Design, Engineering, Policy and Shared Services teams, aligning stakeholders and shepherding teams through the process of bringing our strategic initiatives to life. You will deliver on the end-to-end scoping, planning, execution, and launch of initiatives to achieve success for our product, hosts, and guests.  This high touch individual must come with experience working with seasoned executives, and be able to work with and influence stakeholders throughout Airbnb. 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: 

• Build an understanding of how their program fits within the broader company initiatives, including cross-functional teams, related programs, and organizational ways of working. With guidance, synthesizes these various external influences and adapts program delivery to reach an ideal outcome
• With minimal guidance, drives a project vision and purpose by collaborating with cross-functional teams.
• Manages cross-functional meetings and aligns stakeholders and teams to drive action plans and results. 
• Develops plans and monitors progress against the plan, communicates and effectively escalates issues and blockers with path to green recommendations
• Evaluates existing governance structures and optimises or creates new ones for the program team, seeks leadership feedback.
• Produces and revises documents and presentations that are leadership-ready, seeks guidance to refine as needed.
• Communicates complex information or ideas at the right altitude for the audience.

Your Expertise:

• Bachelor's Degree or equivalent experience, preferably in related field; 
• 4+ years of broad experience in customer service across contact center operations, digital support, and contact center technology 
• Experience managing and executing complex, cross-functional projects, ideally in a contact center and/or customer service environment
• Organized and collaborative 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 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 stakeholders
• 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

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: reasonableaccommodations@airbnb.com. 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.

Equal Employment Opportunity:

Airbnb values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Airbnb are considered without regard to race, color, religion, national origin, age, gender, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, gender expression, sexual orientation, or any other legally protected characteristic. 

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$132,000—$154,000 USD

 

Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @airbnb.com or @ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing.  We’ll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.