Program Manager, Community Support

Remote · USD 132,000-154,000 · 4+ years experience · Remote · Posted Oct 13, 2026

At a glance

As a Program Manager in Community Support, you are responsible for implementing cross-functional and cross-platform programs that drive the strategic goals of the Community Support organization and Airbnb.
You serve as the bridge between critical business functions such as Community Support, Product/Platform, Design, Engineering, Policy and Shared Services teams, aligning stakeholders and shepherding teams through the process of bringing our strategic initiatives to life.

Build an understanding of how their program fits within the broader company initiatives, including cross-functional teams, related programs, and organizational ways of working
Drives a project vision and purpose by collaborating with cross-functional teams
Manages cross-functional meetings and aligns stakeholders and teams to drive action plans and results
Develops plans and monitors progress against the plan, communicates and effectively escalates issues and blockers with path to green recommendations
Evaluates existing governance structures and optimises or creates new ones for the program team, seeks leadership feedback
Produces and revises documents and presentations that are leadership-ready, seeks guidance to refine as needed
Communicates complex information or ideas at the right altitude for the audience

Bachelor's Degree or equivalent experience, preferably in related field
4+ years of broad experience in customer service across contact center operations, digital support, and contact center technology
Experience managing and executing complex, cross-functional projects, ideally in a contact center and/or customer service environment
Organized and collaborative Program Manager who inspires and motivates their team while driving results on time, and at high quality
Understanding of technology use cases in customer service and contact centers
Experience in creating project plans and business cases to show measurable impact of program, progress and project execution
Ability to create compelling presentations and storytelling to to executives
Experience and ease interacting with and influencing senior stakeholders
Proven ability to pivot and deal with ambiguous situations resulting in a structured outcome
Exceptional collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones to drive consensus across teams

US - Remote Eligible
The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager