Full-Time

Senior Manager

Community Support PMO

Confirmed live in the last 24 hours

Airbnb

Airbnb

10,001+ employees

Online marketplace for lodging and experiences

Real Estate
Consumer Goods

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, Airbnb has facilitated over 1.5 billion guest arrivals through its network of more than 5 million hosts. Additionally, the platform offers various local experiences organized by hosts, allowing guests to engage in activities that enhance their travel adventures.

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

  • Airbnb's continuous innovation and strategic partnerships, such as with Allegion, enhance its platform's security and user experience.
  • The company's high-profile involvement in events like the Paris Olympics and AI Innovation Awards boosts its brand visibility and market influence.
  • Significant investments, like the $515,000 from Revolve Wealth Partners LLC, indicate strong investor confidence and financial stability.

What critics are saying

  • Regulatory challenges, such as Barcelona's ban on short-term rentals, could significantly impact Airbnb's market presence in key cities.
  • High turnover in executive roles, as seen with former executives joining Skipify, may lead to strategic misalignments and operational disruptions.

What makes Airbnb unique

  • Airbnb's unique and diverse property listings, such as the 'Most Unique BNB in Louisiana,' set it apart from traditional hotel accommodations.
  • The company's strategic partnerships, like the smart lock integration with Allegion, enhance the user experience and security, distinguishing it from other short-term rental platforms.
  • Airbnb's involvement in high-profile events like the Paris Olympics and AI Innovation Awards highlights its commitment to innovation and market presence.

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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