Program Manager, Community Support

Airbnb
United States
Workplace: RemoteFull timeUSD 156,000 - 193,000 annuallyFunction: Program & Project Management (PMO)Experience: 8+ yearsEducation: mastersSkills: ["Leadership","Communication","Influencing","Stakeholder management","Presentation & storytelling"]

Lead large-scale, cross-functional programs across Community Support to align stakeholders—from executive leadership to Product, Design, Engineering, and Policy—driving end-to-end scoping, planning, execution, and launch to deliver measurable impact for hosts and guests. This role is remote-enabled in the US and requires collaboration across global teams to build a frictionless support experience at scale.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Airbnb
Airbnb
3 months ago

Program Manager, Community Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live
Reposted: similar role first listed 7 months ago

Job Summary

Lead large-scale, cross-functional programs across Community Support to align stakeholders—from executive leadership to Product, Design, Engineering, and Policy—driving end-to-end scoping, planning, execution, and launch to deliver measurable impact for hosts and guests. This role is remote-enabled in the US and requires collaboration across global teams to build a frictionless support experience at scale.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Program & Project Management (PMO)

Key Responsibilities

  • •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.

Pay and Benefits

Salary: USD 156,000 - 193,000 annually

Key Requirements

  • •Bachelor’s degree or equivalent experience; MBA or Master’s 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:8+ yearsCustomer serviceContact centerDigital support
Education:Master's
Skills:LeadershipCommunicationInfluencingStakeholder managementPresentation & storytelling
Languages:English
Tech Stack:CRMContact center technology

Company Brief

Airbnb
Online marketplace that connects travelers with hosts offering short-term lodging, experiences, and long-term stays. Facilitates booking, payments, and reviews while providing tools for hosts to manage listings globally.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
WebsiteLinkedIn