Program Manager

4 days ago

Singapore Airbnb Full time

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 almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

**The Community You Will Join**:
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.

**A Typical Day**:

- 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/IT stakeholders to assess and prioritize according to operational benefit.
- In collaboration with Community Support Leadership and Product teams, identify opportunities and advocate for product improvements and/or tools that support the team's strategy and the needs of the customer.
- Regularly assess project risks and opportunities. Leverage best practices and continually drive process improvements, but work creatively to drive execution and simplification.

**Your Expertise**:

- 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.
- Deep knowledge and experience using collaborative project management tools and processes (e.g. JIRA, Asana, Smartsheets, Google docs, scrum, agile).
- Formal project certification an advantage (eg. PMI, PMP, Prince2)
- Experience managing large projects or deploying customer facing change in a call center environment an advantage

**Our Commitment To Inclusion & Belonging**:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

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