Full-Time

Senior Manager

Community Support PMO

Posted on 11/1/2024

Airbnb

Airbnb

10,001+ employees

Online marketplace for lodging and experiences

Government & Public Sector
Real Estate

Compensation Overview

$185k - $230kAnnually

+ Bonus + Equity + Benefits + Employee Travel Credits

Senior

Company Historically Provides H1B Sponsorship

United States

Must live in a state where Airbnb, Inc. has a registered entity; occasional in-office work may be required.

Category
Project Management
Strategy Development
Business & Strategy
Required Skills
Customer Service
Requirements
  • Bachelor's Degree or equivalent, preferably in education or related field; MBA or Masters preferred
  • 10+ 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
  • Experience working with frontline customer service and contact center organizations
  • Experience managing teams (ideally program or project managers) in Customer Service or Customer Experience organizations
  • Organized and collaborative leader 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 and project execution
  • Ability to create compelling presentations and storytelling to executives
  • Experience and ease interacting with and influencing senior executive leadership
  • Proactive problem solver; able to see big picture and streamline current processes while planning for long-term growth
  • Creating supporting roadmap for key priorities - uses knowledge of service best practices (internally & externally) to easily translate that into a compelling plan that is aligned with Airbnb’s mission and business priorities.
  • 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
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 implement program plans, schedules, budgets, and performance metrics that align with executive-level expectations.
  • Implement pilot and A/B tests before applying improvements and scaling to larger workforce
  • Manage, inspire, and lead a team of high-performing project and program managers
  • Co-create a clear and compelling roadmap that is functional, economical, and differentiated. This could be through a given opportunity from the Design Workshop team, or based on an insight raised from the frontlines. Work cross-functionally with Business Process Improvement, Engagement Managers, Product, Design, Operations, and the business to execute the path to get there.
  • Orchestrate capabilities and deliverables across people, process, product through the sequencing of strategic initiatives that will bring the vision to life over time.
  • Assert the customer-first point of view that is based on research, analysis, and insights.
  • Blend creative thinking and exceptional problem solving at every stage from early concept, service design, functional design, and launch.
  • Own a project or program from Intake through early stages of planning and ultimate delivery of the envisioned experience.
  • Close the loop - track and measure your outcomes and adapt and learn quickly from failure.

Airbnb operates an online marketplace that connects travelers with hosts offering lodging and unique tourism experiences. The platform allows hosts to list their properties, which can range from single rooms to entire homes, enabling guests to book accommodations that provide a more authentic local experience. Airbnb earns revenue through a commission system, taking a percentage from each booking made on its platform. With a presence in nearly every country and over 5 million hosts, Airbnb has facilitated more than 1.5 billion guest arrivals. Additionally, the platform offers various local experiences organized by hosts, enhancing the travel experience for guests.

Company Stage

IPO

Total Funding

$3.7B

Headquarters

San Francisco, California

Founded

2007

Growth & Insights
Headcount

6 month growth

17%

1 year growth

40%

2 year growth

77%
Simplify Jobs

Simplify's Take

What believers are saying

  • Growing demand for eco-friendly stays aligns with Airbnb's diverse accommodation offerings.
  • The rise of 'workcations' increases demand for longer stays, benefiting Airbnb's model.
  • 'Revenge travel' trend boosts interest in unique and luxury experiences, favoring Airbnb.

What critics are saying

  • Legal scrutiny in Spain over unlicensed lets poses operational challenges for Airbnb.
  • Cybercriminal use of Airbnb rentals for fraud highlights security vulnerabilities.
  • Expansion into AI and data collection may lead to privacy and regulatory issues.

What makes Airbnb unique

  • Airbnb offers unique and local experiences, enhancing travel authenticity for guests.
  • The platform supports diverse lodging options, from single rooms to entire homes.
  • Airbnb's commission-based model incentivizes hosts to list properties globally.

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Benefits

Comprehensive health plans

Paid volunteer time

Healthy food and snacks

Generous parental and family leave

Learning and development

Annual travel and experiences credit

INACTIVE