Program Manager, Community Support

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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:

The Community Support team within Global Operations is the voice of the Airbnb brand. With over 20,000 ambassadors serving our community, it is the essential link that allows millions of travelers and hosts to have enriching experiences and feel a true sense of belonging on our platform every year.

Our organization believes in the importance of providing a seamless experience at scale. It collaborates with the entire company to integrate the support experience into every stage of the user journey and strives to make Community Support a strategic advantage and a key differentiator for our brand.

The difference you will make:

As a Community Support Program Manager, you will be responsible for implementing large-scale, cross-functional, and multi-platform programs that contribute directly to the strategic goals of the Community Support organization and Airbnb. You will act as a liaison between essential business functions such as Community Support, Marketing, Creative, Product and Platform, Design, Engineering, Policy, and Communications. You will ensure stakeholder alignment and guide teams throughout the process of bringing strategic initiatives to fruition. You will ensure end-to-end management of initiatives, from scoping to planning and execution through to launch, with the goal of ensuring the success of our products as well as the experience of our hosts and travelers. The ideal candidate will possess solid experience collaborating with senior executives and be able to effectively influence stakeholders at all levels of the Airbnb organization. You will play a vital role in bringing the Community Support vision to life. We want to build the most loyal travel community in the world through exceptional service.

A typical day:

• Lead complex cross-functional teams and manage multiple programs simultaneously, while ensuring successful delivery in sometimes ambiguous contexts.
• Collaborate closely with senior leadership to ensure strategic alignment, communicate project status, and manage expectations.
• Develop and implement program plans and timelines aimed at achieving performance indicators in line with management expectations.
• Demonstrate curiosity, anticipate obstacles, and skillfully manage changes with cross-functional stakeholders, from the initial design phase through to launch.
• Assess business and organizational risks to formulate informed recommendations regarding trade-offs.
• Ensure a complete feedback loop: track and measure results, then adapt quickly and learn from failures.
• Promote the working methods defined by the Community Support PMO to achieve targeted results and ensure transparency.
• Independently produce and review executive-level documents and presentations.

Your expertise:

• Bachelor's degree or equivalent experience, ideally in a related field; MBA or Master's degree is an asset.
• Over eight years of experience in various customer service roles, particularly in contact center operations, digital support, and call center technologies.
• Demonstrated experience in managing and executing complex, large-scale, cross-functional projects, ideally in a contact center or customer service environment.
• A senior program manager recognized for their organizational skills and collaborative spirit, capable of mobilizing and inspiring teams while ensuring the delivery of high-quality results within established deadlines.
• Good understanding of technological use cases related to customer service and contact centers.
• Experience in developing detailed project plans and business cases demonstrating the measurable impact of programs, their progress, and project execution.
• Ability to design compelling presentations and effectively communicate strategic messages to leadership.
• Demonstrated ease in interacting with and influencing senior executives.
• Proven ability to adapt quickly and manage ambiguous situations to achieve structured results.
• Excellent collaboration, partnership, and influencing skills, with the ability to work in a global environment spread across multiple locations and time zones to foster consensus among teams.
• Ability to work under pressure.

Your location:

Due to the nature of this role, the successful candidate must be based in Canada to perform their work. Currently, employees can be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continuously updated; please check with us if the provinces in which you live are on the list. If your position is employed by another Airbnb entity, your recruiter will inform you of the provinces in which you are eligible to work.

Our commitment to inclusion and belonging:

Airbnb is committed to working with the broadest possible talent pool. We believe that diversity of ideas fosters innovation and engagement, and allows us to attract creative people and develop the best products, services, and solutions. All qualified individuals are encouraged to apply.

We also strive to provide an inclusive application and interview process for people with disabilities. If you are a candidate with a disability and require reasonable accommodations to submit an application, please contact us at: [email protected]. Please include your full name, the position you are applying for, and the accommodations needed to assist you in the recruitment process.

We ask that you contact us only if you are a candidate whose disability prevents you from completing our online application.

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We use automated tools to help our recruiting team efficiently review a large number of applications. All final hiring decisions are made by a human.

This position corresponds to a vacancy within the organization.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Canada Annual Pay Range

$128,000—$160,000 CAD