Program Manager, Community Support

About Airbnb

Airbnb began in 2007 when two hosts welcomed three guests into their San Francisco home. Since then, the platform has expanded to more than 5 million hosts who have hosted over 2 billion guest arrivals across nearly every country in the world. Through distinctive stays and experiences, hosts help guests connect more authentically with local communities.

Airbnb is committed to building a highly trusted travel community through exceptional service and support.

The Team You’ll Join

The Community Support team within Global Operations serves as the voice of the Airbnb brand. With more than 20,000 ambassadors supporting the community, the team acts as a vital bridge that helps millions of travelers and hosts each year enjoy meaningful experiences and feel a genuine sense of belonging on the platform.

The organization is focused on delivering a seamless experience at scale. It works across the company to embed support into every stage of the user journey and aims to make Community Support both a strategic advantage and a defining differentiator for the brand.

What You’ll Do

• Lead large, cross-functional programs across multiple platforms and ensure successful delivery even in ambiguous situations.
• Work closely with senior leadership to align strategy, share project progress, and manage expectations.
• Build and execute program plans and timelines that drive performance against leadership objectives.
• Stay proactive, remove blockers, and manage change effectively with cross-functional partners from early concept through launch.
• Assess business and organizational risks and recommend the best trade-offs.
• Close the loop by tracking outcomes, measuring results, and quickly adapting based on learnings and setbacks.
• Champion the Community Support BGP ways of working to deliver outcomes and maintain transparency.
• Independently prepare and refine executive-level documents and presentations.

What You’ll Bring

• A bachelor’s degree or equivalent experience in a related field; an MBA or master’s degree is a plus.
• More than 8 years of experience in customer service roles, including contact center operations, digital support, and call center technologies.
• Proven background in managing and delivering complex, large-scale, cross-functional projects, preferably in a contact center or customer support environment.
• Strong program management skills with a collaborative approach and the ability to motivate teams while delivering high-quality results on time.
• Solid understanding of technology use cases related to customer service and contact centers.
• Experience creating detailed project plans and business cases that show measurable program impact, progress, and execution.
• Ability to create persuasive presentations and communicate strategic messages effectively to leadership.
• Comfort interacting with and influencing senior executives.
• Ability to adapt quickly and navigate ambiguity to produce structured outcomes.
• Excellent collaboration, partnership, and influence skills, with the ability to work across a global, multi-site, multi-time-zone environment and build consensus.
• Ability to work under pressure.

Location

Because of the nature of this role, the selected candidate must be based in Canada to perform the work. Current eligible provinces include British Columbia, Ontario, Quebec, Alberta, and Saskatchewan. This list may change over time, so candidates should confirm eligibility for their province. If the position is employed through another Airbnb entity, the recruiter will advise which provinces are eligible.

Inclusion and Belonging

Airbnb is committed to reaching the broadest possible talent pool. The company believes diverse perspectives drive innovation and engagement, and help attract creative people who build better products, services, and solutions. Qualified candidates of all backgrounds are encouraged to apply.

The company also aims to provide an inclusive application and interview process for candidates with disabilities. Candidates who need reasonable accommodations to submit an application should contact reasonableaccommodations@airbnb.com and include their full name, the role they are applying for, and the accommodations needed to support the recruitment process.

Applicants are asked to use this contact only if a disability prevents them from completing the online application.

Airbnb uses automated tools to help recruiting teams review a large number of applications efficiently, but all final hiring decisions are made by a human.

This posting represents an open position within the organization.

Compensation and Benefits

The actual base pay depends on several factors, including training, transferable skills, work experience, business needs, and market conditions. The pay range shown below is annualized and may change in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Canada annual base pay range: CAD 128,000 to CAD 160,000.

Additional Information

Job title levels may span more than one career level. The final base salary will be determined by factors such as training, transferable skills, work history, business needs, and market demand.

All qualified applicants are encouraged to apply.

No application deadline was provided.