Program Manager, Community Support

Written by the T&S Network from Airbnb's posting.

Program management for Community Support, Airbnb's customer support organization, which runs support across the guest and host lifecycle on the platform. The role bridges Community Support with Product, Design, Engineering, Policy and Shared Services to scope, plan, launch and track cross-functional programs.

What you'd do

• Scope, plan, execute and launch end-to-end cross-functional programs for Community Support.
• Run cross-functional meetings and align stakeholders behind action plans and results.
• Track progress against plans and escalate issues and blockers with recommended paths to green.
• Evaluate existing governance structures and optimize them or create new ones for the program team.
• Produce leadership-ready documents and presentations and tailor communication to each audience.
• Adapt program delivery to fit broader company initiatives and related programs.

What it asks for

• Bachelor's degree or equivalent experience (preferred in a related field)
• 4+ years of broad customer service experience across contact center operations, digital support and contact center technology
• Experience managing complex cross-functional projects, ideally in contact center or customer service settings
• Familiarity with how technology is applied to customer service and contact center work
• Experience building project plans and business cases that show measurable impact
• Experience and comfort influencing senior executives and stakeholders across time zones

Our best summary of the posting, and it can be wrong. The employer's posting is what counts: read it in full on Airbnbnorth_east before you apply. If we got something wrong, report this listing.