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Program Manager, Community Support

Airbnb· Community Support
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Hybrid (United States)$132k - $154kFull-timePosted 1w ago

About the role

Program Manager responsible for implementing cross-functional programs that drive the strategic goals of the Community Support organization and Airbnb, bridging multiple teams (Community Support, Product/Platform, Design, Engineering, Policy, Shared Services) to plan, execute, and launch initiatives supporting product, hosts, and guests.

Responsibilities

  • Build understanding of how the program fits within broader company initiatives and adapt delivery accordingly
  • With minimal guidance, drive a project vision and purpose by collaborating with cross-functional teams
  • Manage cross-functional meetings and align stakeholders to drive action plans and results
  • Develop plans and monitor progress, communicate and escalate issues with path to green recommendations
  • Evaluate governance structures and optimize or create new ones for the program team
  • Produce and revise leadership-ready documents and presentations
  • Communicate complex information at the appropriate level for different audiences

Qualifications

  • Bachelor's Degree or equivalent experience (prefer related field)
  • 4+ years of broad experience in customer service across contact center operations, digital support, and contact center technology
  • Experience managing and executing complex cross-functional projects in a contact center and/or customer service environment
  • Organized and collaborative Program Manager with leadership and results orientation
  • Understanding of technology use cases in customer service and contact centers
  • Experience creating project plans and business cases showing measurable impact
  • Ability to create compelling presentations and storytelling for executives
  • Experience influencing senior stakeholders
  • Proven ability to navigate ambiguity to structured outcomes
  • Strong collaboration, partnership, and influencing skills across global locations and time zones

Skills

Required:Cross-functional program managementStakeholder managementProject planning and business casesPresentation and storytelling

Benefits

  • Pay range: $132,000—$154,000 USD
  • Bonus, equity, benefits and Employee Travel Credits may be available
  • Reasonable accommodations during recruitment process
Last updated Oct 22, 2026. Interested? Apply on the company site.
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About Airbnb

Book accommodations around the world.

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodations around the world — online or from a mobile phone. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 33,000 cities and 192 countries. And with world-class customer service and a growing community of users, Airbnb is the easiest way for people to monetize their extra space and showcase it to an audience of millions. No global movement springs from individuals. It takes an entire team united behind something big. Together, we work hard, we laugh a lot, we brainstorm nonstop, we use hundreds of Post-Its a week, and we give the best high-fives in town. Headquartered in San Francisco, we have satellite offices in Dublin, London, Barcelona, Paris, Milan, Copenhagen, Berlin, Moscow, São Paolo, Sydney, and Singapore.

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