Program Manager, Community Support

15 hours, 4 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 teams and manage multiple programs simultaneously in ambiguous environments.
  • Partner closely with senior leadership to align strategy, communicate project status, and manage expectations.
  • Develop and execute program plans and timelines to achieve performance targets aligned with leadership expectations.
  • Anticipate obstacles and manage change with cross-functional stakeholders from initial concept through launch.
  • Assess business and organizational risks and recommend informed trade-offs.
  • Track and measure outcomes, adapt quickly, and apply learnings from failures.
  • Drive the Community Support BGP ways of working to achieve outcomes and improve transparency.
  • Independently produce and review executive-level documents and presentations.
  • Serve as a key liaison between Community Support and functions such as marketing, creative, product, platform, design, engineering, policy, and communications.

Requirements

  • Bachelor’s degree or equivalent experience in a related field; MBA or master’s degree is preferred.
  • More than 8 years of experience across customer service roles, including contact center operations, digital support, and call center technologies.
  • Demonstrated experience managing and executing complex, large-scale, cross-functional projects, ideally in a contact center or customer service environment.
  • Strong organizational and collaborative leadership skills with the ability to mobilize teams and deliver high-quality results on time.
  • Good understanding of technology use cases related to customer service and contact centers.
  • Experience developing detailed project plans and business cases that show measurable program impact, progress, and execution.
  • Ability to create persuasive presentations and communicate strategic messages effectively to senior leadership.
  • Comfort interacting with and influencing senior executives.
  • Proven ability to adapt quickly and operate effectively in ambiguous situations to produce structured outcomes.
  • Excellent collaboration, partnership, and influence skills in a global, multi-site, multi-time-zone environment.
  • Ability to work under pressure.
  • Must be based in Canada, with eligibility currently limited to British Columbia, Ontario, Quebec, Alberta, or Saskatchewan.

Benefits

  • Annual base pay range of $128,000 to $160,000 CAD.
  • Eligibility for bonus.
  • Eligibility for equity.
  • Benefits package included.
  • Employee Travel Credits.

Interested in this position?

Apply directly on the company website

Apply Now

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