Program Manager, Airbnb
Community Support
CA$128-160k
Community marketplace for holiday accomodation
Posted today
Community marketplace for holiday accomodation
1001+ employees
Posted today
CA$128-160k
1001+ employees
Company mission
To create a world where anyone can belong anywhere.
Role
Who you are
- Bachelor's Degree or equivalent experience, preferably in 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 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
What the job involves
- As a Program Manager in Community Support, you are responsible for implementing large-scale, cross-functional and cross-platform programs that drive the strategic goals of the Community Support organization and Airbnb
- You serve as the bridge between critical business functions such as Community Support, Marketing, Creative, Product/Platform, Design, Engineering, Policy and Comms teams, aligning stakeholders and shepherding teams through the process of bringing our strategic initiatives to life
- You will deliver on the end-to-end scoping, planning, execution, and launch of initiatives to achieve success for our product, hosts, and guests
- This high touch individual must come with experience working with seasoned executives, and be able to work with and influence stakeholders across entire organizations throughout Airbnb
- 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
- 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 Program Management Office (PMO) defined ways of working to drive intended outcomes and provide transparency
- Independently produces and revises documents and presentations that are executive ready
Our take
When Airbnb was originally founded, the product helped customers book air mattresses on people's apartment floors. Since then, Airbnb has had over a billion customers hosted through its platform. With more than 4 million registered hosts worldwide, it has grown into a major player in the hospitality sector.
Airbnb has been successful in disrupting the traditional holiday lettings sector. Before it existed accommodation was limited to hotels and bed and breakfasts, but Airbnb has mainstreamed the idea of renting out spare rooms or even entire homes. It has created a new sector of hosts purchasing properties to rent out on the platform and provides a level of flexibility and a range of offerings not previously possible for travelers.
Perhaps a victim of its own success, by 2022 supply of Airbnb-listed properties began to outstrip demand in some markets, as hosts overestimated the appetite for domestic travel. However, the company is still posting strong financials and has unveiled new tools to support its hosts in a tougher rental market. With a healthy bottom line and a huge user base, Airbnb is very likely to overcome the current market turbulence and continue its growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
25% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Apr 2020
$500m
GROWTH EQUITY VC
Mar 2017
$447.8m
SERIES F
Total funding: $3.8bn
Company benefits
- Paid volunteer time
- Health food and snacks
- Generous parental and family leave
- Learning and development
- Annual travel and experiences credit
Company HQ
Showplace Square, San Francisco, CA
Leadership
Brian Chesky
(Co-Founder & CEO)Previously an Industrial Designer, studying at Rhode Island School of Design.
Nathan Blecharczyk
(Co-Founder & CSO)Studied Computer Science at Harvard, and had around 4 years of professional Software Engineering experience before founding Airbnb, including interning at Microsoft.
Joe Gebbia
(Co-Founder)Also studied Industrial Design at Rhode Island, and previously founded various design-related startups
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