Program Manager

The Community You Will Join

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. Youll play a critical role in bringing to life Community Supports vision to build the worlds most loyal travel community through exceptional service.

A Typical Day

• 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.
• 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 companys high-level goals.
• Effectively manage change by influencing and communicating with key stakeholders. Anticipate risks associated with change management, and ensure creative and effective mitigations are available.
• 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.
• Collect business requirements, and work with Product/IT stakeholders to assess and prioritize according to operational benefit.
• In collaboration with Community Support Leadership and Product teams, identify opportunities and advocate for product improvements and/or tools that support the teams strategy and the needs of the customer.
• Regularly assess project risks and opportunities. Leverage best practices and continually drive process improvements, but work creatively to drive execution and simplification.

Your Expertise

• BA/BS degree. MBA or graduate degree in business or technical field preferred.
• 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.
• 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)
• Experience managing large projects or deploying customer facing change in a call center environment an advantage

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.