Program Manager – Community Support

Airbnb

Program Manager managing community support programs and collaborating with multiple business functions at Airbnb. Leading complex, cross-functional initiatives to align with strategic objectives.

Posted 6/22/2026full-time🇨🇦 CanadaSeniorLead💰 CA$128,000 - CA$160,000 per yearWebsite

About the role

Key responsibilities & impact

Lead complex cross-functional teams and manage multiple programs concurrently, ensuring successful delivery in sometimes ambiguous contexts.
Work closely with senior leadership to ensure strategic alignment, communicate program status, and manage expectations.
Develop and implement program plans and timelines aimed at achieving performance metrics that meet leadership expectations.
Demonstrate curiosity, anticipate obstacles, and adeptly manage changes with cross-functional stakeholders from initial design through launch.
Assess business and organizational risks to provide informed recommendations on trade-offs to prioritize.
Ensure a full feedback loop: track and measure outcomes, quickly adapt, and derive learnings from failures.
Promote the working methods defined by the Community Support BGP to achieve targeted outcomes and ensure transparency.
Independently produce and revise executive-level documents and presentations.

Requirements

What you’ll need

Bachelor's degree or equivalent experience, preferably in a related field; MBA or master's degree is a plus.
More than eight years of experience in various customer service roles, including contact center operations, digital support, and contact center technologies.
Proven experience managing and executing large-scale, complex, cross-functional programs, ideally in a contact center or customer service environment.
Senior program manager recognized for strong organizational skills and a collaborative mindset, able to mobilize and inspire teams while delivering high-quality results on schedule.
Solid understanding of technology use cases related to customer service and contact centers.
Experience developing detailed project plans and business cases that demonstrate measurable program impact, progress, and project execution.
Ability to craft compelling presentations and effectively communicate strategic messages to leadership.
Proven ease interacting with senior executives and influencing at that level.
Demonstrated ability to adapt quickly and navigate ambiguous situations to deliver structured outcomes.
Excellent collaboration, partnership, and influencing skills, with the ability to work in a global, multi-site, multi-time-zone environment to drive consensus across teams.
Ability to work effectively under pressure.

Benefits

Comp & perks

Bonus
Equity
Benefits
Employee Travel Credits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

program managementproject planningbusiness case developmentperformance metricsrisk assessmentcontact center operationsdigital supportprogram executioncustomer service technologiesexecutive-level documentation

Soft Skills

organizational skillscollaborative mindsetinfluencing skillsadaptabilitycommunication skillscuriosityproblem-solvingteam mobilizationtransparency promotionability to work under pressure

Certifications

Bachelor's degreeMBAmaster's degree