Senior Manager, Community Support PMO

The Community You Will Join: 

The Community Support Team within Global Operations  is the voice of the Airbnb brand, with over 20,000 ambassadors supporting our community and providing the glue that helps power millions of experiences and a sense of community and belonging for guests and hosts on our platform each year. 

Our organization deeply believes in providing a  frictionless experience at scale, works across the company to ensure the support experience is integrated across the entire lifecycle, and endeavors to make support a secret weapon and strategic differentiator for our brand.

The Difference You Will Make:

As a Senior Manager, you are responsible for implementing large-scale, cross-functional and cross-platform programs that drive the strategic goals of the Community Support organization and Airbnb. You serve as the bridge between critical business functions such as Community Support, Marketing, Creative, Product/Platform, Design, Engineering, Policy and Comms teams, aligning stakeholders and shepherding teams through the process of bringing our strategic initiatives to life. You will lead the end-to-end scoping, planning, execution, and launch of initiatives to deliver success for our product, hosts, and guests.  This high touch individual must come with experience working with seasoned executives, and be able to work with and influence stakeholders across entire organizations throughout Airbnb. 

As the Senior Manager, Support Programs, you are entrusted with leading the charge to help evolve Airbnb support from one-size-fits-all to dynamic and personalized. You will orchestrate and execute key projects to elevate the community support model to one that builds trust and loyalty with our ambassadors, guests and hosts. The magic of our customer service is our surprise and delight operations, and this role will lead a team that orchestrates and executes customer service initiatives in alignment with our broader service vision.

A Typical Day: 

• Lead complex cross-functional teams and manage multiple programs  simultaneously, ensuring successful delivery while navigating ambiguous situations.
• Collaborate closely with executive leadership to establish and maintain strategic alignment, communicate project status, and manage expectations.
• Develop and implement program plans, schedules, budgets, and performance metrics that align with executive-level expectations.
• Implement pilot and A/B tests before applying improvements and scaling to larger workforce
• Manage, inspire, and lead a team of high-performing project and program managers
• Co-create a clear and compelling roadmap that is functional, economical, and differentiated. This could be through a given opportunity from the Design Workshop team, or based on an insight raised from the frontlines. Work cross-functionally with Business Process Improvement, Engagement Managers, Product, Design, Operations, and the business to execute the path to get there.   
• Orchestrate capabilities and deliverables  across people, process, product through the sequencing of strategic initiatives that will bring the vision to life over time. 
• Assert the customer-first point of view that is based on research, analysis, and insights.
• Blend creative thinking and exceptional problem solving at every stage from early concept, service design, functional design, and launch. 
• Own  a project or program from Intake through early stages of planning and ultimate delivery of the envisioned experience. 
• Close the loop - track and measure your outcomes and adapt and learn quickly from failure.

Your Expertise:

• Bachelor's Degree or equivalent, preferably in education or related field; MBA or Masters preferred
• 10+ years of broad experience in customer service across contact center operations, digital support, and contact center technology 
• Experience managing and executing large, complex, cross-functional projects, ideally in a contact center and/or customer service environment
• Experience working with frontline customer service and contact center organizations 
• Experience managing teams (ideally program or project managers) in Customer Service or Customer Experience organizations
• Organized and collaborative  leader who inspires and motivates their team while driving results on time, and at high quality
• Understanding of technology use cases in customer service and contact centers
• Experience in creating detailed project plans and business cases to show measurable impact of program and project execution
• Ability to create compelling presentations and storytelling to to executives
• Experience and ease interacting with and influencing senior executive leadership
• Proactive problem solver; able to see big picture and streamline current processes while planning for long-term growth 
• Creating supporting roadmap for key priorities - uses knowledge of service best practices (internally & externally) to easily translate that into a compelling plan that is aligned with Airbnb’s mission and business priorities.
• Exceptional collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones to drive consensus across teams

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. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so 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.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.