Program Manager, Community Support

3 hours, 50 minutes ago
Full-time
Lead
Project and Program Management
Airbnb

Airbnb

Airbnb is the world's largest community-driven hospitality company, offering homes and experiences in 191 countries. It is an online marketplace connecting people to unique accommodations and experiences globally.

Hotels, Restaurants & Leisure
5K-10K
Founded 2008

Description

  • Lead complex cross-functional programs from end-to-end scoping and planning through execution and launch.
  • Align stakeholders across Community Support, Marketing, Creative, Product/Platform, Design, Engineering, Policy, and Comms.
  • Partner with executive leadership to maintain strategic alignment, communicate progress, and manage expectations.
  • Develop program plans and schedules that support targeted performance metrics and executive expectations.
  • Anticipate obstacles, negotiate changes, and navigate ambiguity across the full lifecycle of initiatives.
  • Assess business and organizational risk and make trade-off recommendations.
  • Track and measure program outcomes, learn from results, and adapt quickly when needed.
  • Champion PMO ways of working to improve transparency and drive intended outcomes.
  • Prepare executive-ready documents and presentations independently.

Requirements

  • Bachelor's degree or equivalent experience, preferably in a related field; MBA or Master's 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 or customer service environment.
  • Understanding of technology use cases in customer service and contact centers.
  • Experience creating detailed project plans and business cases that show measurable impact, progress, and execution.
  • Ability to create compelling presentations and storytelling for executives.
  • Experience working with and influencing senior executive leadership.
  • Proven ability to adapt to ambiguous situations and deliver structured outcomes.
  • Strong collaboration, partnership, and influencing skills across global teams, locations, and time zones.
  • Must live in an eligible Canadian province: Ontario, British Columbia, Quebec, or Saskatchewan.
  • Preferred: MBA or Master's degree.

Benefits

  • Annual base pay range of $128,000 to $160,000 CAD.
  • Eligible for bonus.
  • Eligible for equity.
  • Eligible for benefits.
  • Eligible for Employee Travel Credits.
  • Remote-eligible in Canada.
  • Occasional work from an Airbnb office or attendance at offsites may be included.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Director, FORTIFIED Roof

The Director of FORTIFIED Roof will lead a program focused on improving the resilience of residential roofing systems against severe weather through standards development, stakeholder engagement, and technical oversight at the Institute.

1 hour, 1 minute ago

Clinical Trial Leader

Allucent 1K-5K Pharmaceuticals

Allucent is hiring a Clinical Trial Leader to provide oversight and coordination for global, multi-country, or regional clinical trial activities across CRA and functional teams.

1 hour, 46 minutes ago

Vice President of Projects - REMOTE - #35072

Vice President of Projects for a US-based cybersecurity and managed IT services company, leading end-to-end project delivery, operational execution, and team performance across project management, engineering, and quoting/design functions.

Agile Asana Cybersecurity JIRA
1 hour, 53 minutes ago

Federal Healthcare Audit - Program Director (Full-time, Remote)

IntegrityM 51-250 Professional Services

A federal healthcare program seeks an experienced Program Director / Senior Project Manager to provide executive leadership and operational oversight for a complex compliance and operations support initiative.

1 hour, 55 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers