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ManagerFull-timeGit
Salary Range
$136,000 - $184,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Program Manager to join our Community Support Team within Global Operations at Airbnb. This role involves implementing cross-functional and cross-platform programs that drive the strategic goals of the Community Support organization and Airbnb. You will serve as the bridge between critical business functions such as Community Support, Product/Platform, Design, Engineering, Policy and Shared Services teams, aligning stakeholders and shepherding teams through the process of bringing our strategic initiatives to life.
Key Responsibilities
- →Build an understanding of how their program fits within the broader company initiatives, including cross-functional teams, related programs, and organizational ways of working.
- →Drive a project vision and purpose by collaborating with cross-functional teams.
- →Manage cross-functional meetings and align stakeholders and teams to drive action plans and results.
- →Develop plans and monitor progress against the plan, communicate and effectively escalate issues and blockers with path to green recommendations.
- →Evaluate existing governance structures and optimize or create new ones for the program team, seek leadership feedback.
- →Produce and revise documents and presentations that are leadership-ready, seek guidance to refine as needed.
- →Communicate complex information or ideas at the right altitude for the audience.
Requirements
- ✓Bachelor's Degree or equivalent, preferably in education or related field.
- ✓4+ years of broad experience in customer service across contact center operations, digital support, and contact center technology.
- ✓Experience managing and executing complex, cross-functional projects, ideally in a contact center and/or customer service environment.
- ✓Organized and collaborative Program Manager 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 project plans and business cases to show measurable impact of program, progress and project execution.
- ✓Ability to create compelling presentations and storytelling to executives.
- ✓Experience and ease interacting with and influencing senior stakeholders.
- ✓Proven ability to pivot and deal with ambiguous situations resulting in a structured outcome.
- ✓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.
- ✓Grace under pressure.
