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Airbnb Senior Program Manager Community Support 
United States 
554819647

15.08.2024

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 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 PMO defined ways of working to drive intended outcomes and provide transparency.
  • Independently produces and revises documents and presentations that are executive ready.

Your Expertise:

  • Bachelor's Degree or equivalent, preferably in education or related field; MBA or Masters preferred
  • 8+ 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
  • Organized and collaborative Senior 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 detailed project plans and business cases to show measurable impact of program, progress and project execution
  • Ability to create compelling presentations and storytelling to to executives
  • Experience and ease interacting with and influencing senior executive leadership
  • 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

How We'll Take Care of You:

Pay Range
$191,500 USD