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.
Airbnb was founded in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million hosts who have welcomed over 1 billion guests in almost every country in the world. Every day, hosts offer unique stays and experiences that allow guests to connect more authentically with communities.
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 enables millions of travelers and hosts each year to have enriching experiences and feel a true sense of belonging on our platform.
Our organization believes in the importance of delivering a seamless experience at scale. It collaborates across the company to integrate support experience at every stage of the user journey and strives to make community support a strategic advantage and 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, multi-platform programs that directly contribute to the strategic objectives of the Community Support organization and Airbnb. You will act as a liaison between key business functions such as community support, marketing, content creation, product and platforms, design, engineering, policy, and communications. You will ensure stakeholder alignment and guide teams through the process of bringing strategic initiatives to life. You will manage initiatives end-to-end, from scope definition to planning and execution through launch, with the goal of ensuring the success of our products and the experience of our hosts and travelers. The ideal candidate will have strong experience collaborating with senior leadership and be able to effectively influence stakeholders at all levels of the Airbnb organization. You will play an essential role in bringing the community support vision to life. We want to build the world's most loyal travel community 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 that meet leadership expectations.
- Demonstrate curiosity, anticipate obstacles, and skillfully manage change with cross-functional stakeholders, from initial design phase through launch.
- Assess business and organizational risks to make informed recommendations about trade-offs to prioritize.
- Ensure a complete feedback loop: track and measure results achieved, then adapt quickly and learn from failures.
- Promote work methods defined by the Community Support BGP to achieve desired results and ensure transparency.
- Independently produce and revise 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.
- More than eight years of experience in various customer service roles, including contact center operations, digital support, and call center technologies.
- Demonstrated experience managing and executing complex, large-scale, cross-functional projects, ideally in a contact center or customer service environment.
- Recognized senior program manager known for organizational skills and collaborative spirit, able to mobilize and inspire teams while ensuring delivery of high-quality results on schedule.
- Good understanding of technology use cases related to customer service and contact centers.
- Experience developing detailed project plans and business cases demonstrating measurable program impact, progress, and project execution.
- Ability to design compelling presentations and effectively communicate strategic messages to leadership.
- Demonstrated comfort interacting with and influencing senior leadership.
- Proven ability to adapt quickly and manage ambiguous situations to achieve structured results.
- Excellent collaboration, partnership, and influence skills, with the ability to work in a global distributed environment across multiple sites and time zones to foster team consensus.
- Ability to work under pressure.
Your location:
Due to the nature of this role, the selected 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 where you live are on the list. If your position is employed by another Airbnb entity, your recruiter will inform you of the provinces where 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 enables 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 need 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 you to contact us only if you are a candidate whose disability prevents you from completing our online application.
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 vacant position 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