Senior Technical Program Manager, Trust & Safety

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Requirements:

• Bachelor's degree in Business, Operations, Engineering, or a related field.
• 8+ years of experience in, project/ program management, technical program management, management consulting, continuous improvement, or product management.
• Expert in process mapping, and proven experience in designing, improving and implementing new processes into operational organizations.
• Excellent strategic and analytical capabilities, problem-solving skills, and business acumen; strong judgment in navigating and resolving sensitive situations
• Ability to drive multiple concurrent initiatives in a fast paced environment with evolving requirements and timelines.
• Proven organizational and leadership skills to motivate and influence others positively to drive for results
• Demonstrated ability to interact and work effectively across functional teams and at multiple levels within the organization, including technical product, engineering, and PMO teams
• Certification in project management or Lean/Six Sigma a plus; track record of creating and contributing to a culture of continuous improvement.
• Ability to build strong relationships and partner with key stakeholders to build trust and influence at multiple levels within the organization
• Excellent written and verbal communication skills, with a focus on communicating with senior leadership.
• Incredibly organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations

Responsibilities:

• Develop and lead high performing, cross-functional project teams within operations (Partner Management, Internal Operations, Tools Support, Product Ops) and Shared Services (OCM, WFP, Training, KM, Quality), managing multiple projects and programs simultaneously.
• Create comprehensive and nimble end-to-end implementation plans through robust planning and actively drive the execution, launch, and post-launch control of solutions.
• Collaborate closely with leadership to establish and maintain strategic alignment, communicate project status, and manage expectations.
• Responsible for identifying and developing all operations business requirements, writing business requirements docs, and partnering with product & engineering teams to incorporate and prioritize ops' needs into product requirement docs (PRDs).
• Become the SME in your fraud/safety space and design high-quality end-to-end agent investigation workflows. You will leverage internal Airbnb tools (guide designer) to architect robust, error proofed, and streamlined processes.
• Develop comprehensive user acceptance testing (UAT) plans and own end-to-end UAT of agent workflows to ensure solutions are ready for live production.
• Drive optimal ops forecasting through close collaboration with product and workforce planning teams. As assumptions change, you'll update plans dynamically and apply a lens of radical stewardship to the use of company resources.
• Ensure solutions have been rigorously tested before rolling out at scale. Develop experiments, pilots, feedback channels and corresponding pre-launch success criteria to maximize learnings that inform solutions.
• Partner with training teams to develop meaningful and exhaustive agent training that maximizes learning and knowledge retention.
• Develop key insights into the quality and performance of your implementation. You'll define key success metrics alongside your advanced analytics partners, and ensure robust dashboards are created to monitor the performance of pilot, launch and post-launch.
• Maximize decision accuracy by ensuring quality metric frameworks are developed and tailored for your solution. Partner with QA teams to drive root cause analysis of decision accuracy errors, and develop solutions to prevent future failures.
• Develop hypotheses and data collection plans when issues arise. Seek to prove or disprove through deep dive analysis.
• Ensure lasting change through the ownership of key metrics and delivery of post-launch continuous improvement efforts. Once quality and performance have achieved target, develop comprehensive control plans for your customers to ensure their success.
• Continuously evaluate and improve implementation management processes and methodologies to enhance organizational efficiency and contribute to the maturation of the Community Excellence Team.