Program Manager, Community Support

Role Overview

Airbnb began in 2007 when two hosts opened their San Francisco home to three guests. Since then, the platform has expanded to more than 5 million hosts and over 2 billion guest arrivals across nearly every country. The company’s community is built around distinctive stays and experiences that help people connect with local communities in a more authentic way.

Team and Mission

You will join the Community Support team within Global Operations. This group is the voice of the Airbnb brand and includes more than 20,000 ambassadors who help support hosts and guests around the world. The team works to deliver a seamless support experience at scale and views support as a strategic advantage for the business.

What You Will Do

As a Program Manager in Community Support, you will lead major cross-functional and cross-platform initiatives that support the goals of the Community Support organization and Airbnb overall. You will act as the connection point between teams such as Community Support, Marketing, Creative, Product/Platform, Design, Engineering, Policy, and Communications, helping align priorities and move strategic programs from concept to launch.

This role requires someone who is comfortable working closely with senior leaders, influencing stakeholders across the company, and managing high-impact programs that improve the experience for hosts and guests. You will help advance the vision of building the world’s most loyal travel community through outstanding service.

Key Responsibilities

• Guide complex cross-functional initiatives and manage several programs at once while handling uncertainty effectively.
• Work in partnership with executive leaders to keep strategy aligned, share progress updates, and set clear expectations.
• Create and manage program roadmaps and schedules that support performance goals and executive priorities.
• Identify obstacles early, adjust plans thoughtfully, and negotiate changes with stakeholders from early planning through launch.
• Evaluate organizational and business risks and recommend appropriate trade-offs.
• Track results, measure impact, and improve approaches quickly based on outcomes and learnings.
• Promote PMO operating practices to support transparency and intended program outcomes.
• Prepare and update polished documents and presentations that are ready for executive review.

Experience and Qualifications

Strong candidates will bring extensive experience in customer service environments, especially across contact center operations, digital support, and contact center technology. You should have a track record of leading large, complex, cross-functional initiatives and be confident working with senior executives.

The role also calls for strong organizational skills, collaboration, and the ability to inspire teams while delivering high-quality outcomes on schedule. Experience building project plans and business cases, presenting to executives, and influencing decision-makers in a global, multi-time-zone environment is important.

Location and Eligibility

This is a remote-eligible role for Canada. Occasional work from an Airbnb office or attendance at offsites may be required, based on agreement with your manager. You must live in a Canadian province where Airbnb Canada, Inc. has a registered entity. At present, hiring is available in Ontario, British Columbia, Quebec, and Saskatchewan, though this may change over time. Check with the recruiter for the most current eligibility.

Inclusion and Accessibility

Airbnb welcomes applicants from the broadest possible talent pool and encourages all qualified individuals to apply. The company supports an inclusive application and interview process for candidates with disabilities. If you need a reasonable accommodation to complete the application process, you may contact [email protected] with your full name, the role title, and the accommodation needed. This contact channel is intended only for candidates whose disability prevents them from completing the online application.

Airbnb uses automated tools to help screen applications, but final hiring decisions are made by a human reviewer.

Compensation and Benefits

The base salary for this role in Canada is annualized and may vary depending on training, transferable skills, work history, business needs, and market conditions. The posted range is CAD 128,000 to CAD 160,000 per year. The role may also qualify for bonus, equity, benefits, and Employee Travel Credits.

Additional Information

This opening is for an existing vacancy within the organization.