Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join: 

Customer Vision: Success is about delivering exceptional customer service for our users - both self help and human support - throughout their Airbnb journey. 

Business Vision: We believe that Community Support will be a major significant differentiator and driver of Airbnb’s global success and growth. We deliver exceptional customer service at scale by building platform capabilities that power such user experience. 

The Difference You Will Make:

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. You’ll play a critical role in bringing to life Community Support’s vision to build the world’s 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 company’s 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 team’s 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

How We'll Take Care of You:

Our job titles may span more than one career level. The starting base pay for this role is between $118,000 and $153,500. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.  

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. Airbnb,Inc. can employ in  states where we have registered entities. Currently, employees can not be located in: Alaska, Indiana, Nebraska, North Dakota, Ohio, South Dakota, Wisconsin, Alabama, Mississippi, Oklahoma, Delaware and Rhode Island. This list is continuously  evolving and being updated, please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from. 

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.

If you need assistance, or a reasonable accommodation during the application and recruiting process, please contact us at: reasonableaccommodations@airbnb.com.