Program Manager, Community Support
Core
Implement large-scale, cross-functional programs to drive strategic goals for Airbnb's Community Support organization, serving guests and hosts.
Role type
Senior Program Manager
Builds
Strategic initiatives for product, hosts, and guests within the Community Support ecosystem
Domain
Travel technology / Customer Support
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Cross-functional program management, executive stakeholder influence, strategic planning, risk assessment, project execution, data-driven decision making, ambiguity navigation, executive-level presentation
Preferred skills
MBA or Masters degree, contact center operations experience, contact center technology knowledge
Technologies
Contact center technology
Responsibilities
Lead complex cross-functional teams and manage multiple programs simultaneously, Collaborate with executive leadership to establish strategic alignment, Develop and execute program plans to achieve targeted performance metrics, Assess business and organization risk to make trade-off recommendations, Track and measure outcomes to adapt and learn, Champion PMO defined ways of working
Seniority
Senior, hands-on IC
