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Job Description & How to Apply Below
As a Program Manager in Community Support, 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 deliver on the end-to-end scoping, planning, execution, and launch of initiatives to achieve 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
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
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 execute program plans and schedules to achieve targeted performance metrics that align with executive-level expectations
Be curious, anticipate and navigate obstacles and skillfully negotiate changes with cross-functional stakeholders at every stage from early concept through to launch
Assess business and organization risk to make trade-off recommendations
Close the loop - track and measure your outcomes and adapt and learn quickly from failure
Champions CS Program Management Office (PMO) defined ways of working to drive intended outcomes and provide transparency
Independently produces and revises documents and presentations that are executive ready
Benefits
Paid volunteer time
Health food and snacks
Generous parental and family leave
Learning and development
Annual travel and experiences credit
Proven ability to pivot and deal with ambiguous situations resulting in a structured outcome. Bachelor’s Degree or equivalent experience, preferably in related field; MBA or Masters preferred. Ability to create compelling presentations and storytelling to executives. 8+ years of broad experience in customer service across contact center operations, digital support, and contact center technology. Organized and collaborative Senior Program Manager who inspires and motivates their team while driving results on time, and at high quality.
Experience managing and executing large, complex, cross-functional projects, ideally in a contact center and/or customer service environment. Experience in creating detailed project plans and business cases to show measurable impact of program, progress and project execution. Experience and ease interacting with and influencing senior executive leadership. 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.
Understanding of technology use cases in customer service and contact centers.
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