Program Manager (contract)

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 more than 100, 000 cities and towns located in 220+ countries and regions across the globe. Every day, Hosts offer unique stays and one-of-a-kind activities that make it possible for guests to experience the... world in a more authentic, connected way.

Airbnb was born with a creative spirit, and it?s one of the most defining parts of our culture. We use our curiosity and imagination to come up with unconventional solutions. These are the ideas at the core of Airbnb:
? Our community is based on connection and belonging.
? Our creativity allows us to imagine new possibilities for people.
? Our responsibility is to all of our stakeholders.
? It takes a unified team committed to our core values to embody these ideas, and our fast-moving team is committed to leading as a 21st century company.

Job Title: Program Manager

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.

Responsibilities: ? 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/Technical stakeholders to assess and prioritize according to operational benefit. ? Regularly assess project risks and opportunities. Leverage best practices and continually drive process improvements, but work creatively to drive execution and simplification.

Responsibilities: ? Strong leadership ? Proactive communication and interpersonal skills ? Strong stakeholder management ? Comfortable in an environment with ambiguity and minimal supervision ? Ability to anticipate risks & issues and proactively mitigate them ? Passion for exceptional customer service ? 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. ? Strongly preferred experience with large scale program and portfolio management ? Experience managing large projects or deploying customer facing change in a call center environment an advantage ? Deep knowledge and experience using collaborative project management tools and processes (e.g. JIRA, Asana, Smartsheets, Google docs, AirTable, agile). ? Formal project certification an advantage (eg. PMI, PMP, Prince2)

Belonging & Accommodations:

Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement, and allows us to attract the best people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. If you need assistance, or reasonable accommodation during the application and recruiting process, please connect with your talent sourcing partner.

Pay Rate Range: $80-$92/hour.

Benefits: Medical, Dental, Vision, 401K

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