Program Manager, Community Support
New
A
AirbnbCustomer support
US - Remote Eligible, Multiple locations and time zonesFull-TimeManager
Salary$132,000 — $154,000 USD
Apply NowOpens the employer's application page
Job Details
- Experience
- 4+ years of broad experience in customer service across contact center operations, digital support, and contact center technology
- Required Skills
- Customer serviceStakeholder management
Requirements
- Bachelor's degree or equivalent experience, preferably in a related field.
- 4+ years of broad customer service experience across contact center operations, digital support, and contact center technology.
- Experience managing and executing complex cross-functional projects, ideally in a contact center or customer service environment.
- Understanding of technology use cases in customer service and contact centers.
- Experience creating project plans and business cases to show measurable program impact, progress, and execution.
- Ability to create compelling presentations and tell stories to executives.
- Experience interacting with and influencing senior stakeholders.
- Ability to pivot and produce structured outcomes in ambiguous situations.
- Collaboration, partnership, and influencing skills to drive consensus across teams in a global environment.
Responsibilities
- Build an understanding of how programs fit within broader company initiatives, cross-functional teams, and organizational ways of working.
- Collaborate with cross-functional teams to drive project vision and purpose.
- Manage cross-functional meetings and align stakeholders and teams on action plans and results.
- Develop plans and monitor progress against them.
- Communicate and escalate issues and blockers with recommendations for getting back on track.
- Evaluate existing governance structures and optimize or create new ones for program teams.
- Produce and revise leadership-ready documents and presentations.
- Communicate complex information at the appropriate level for the audience.
View Full Description & ApplyYou'll be redirected to the employer's site
