[Remote] Program Manager, Community Support

September 29, 2026

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Note: The job is a remote job and is open to candidates in USA. Airbnb is a global platform connecting hosts and guests through unique stays and experiences. The Program Manager, Community Support leads large-scale, cross-functional programs that advance Community Support and Airbnb’s strategic goals, coordinating stakeholders from planning through launch. The role partners with executives and teams across operations, marketing, product, design, engineering, policy, and communications to deliver exceptional support experiences.

Responsibilities

Lead complex cross-functional teams and manage multiple programs simultaneously, ensuring successful delivery while navigating ambiguous situations
Collaborate closely with executive leadership to establish and maintain strategic alignment, communicate project status, and manage expectations
Develop and execute program plans and schedules to achieve targeted performance metrics that align with executive-level expectations
Be curious, anticipate and navigate obstacles and skillfully negotiate changes with cross-functional stakeholders at every stage from early concept through to launch
Assess business and organization risk to make trade-off recommendations
Close the loop - track and measure your outcomes and adapt and learn quickly from failure
Champions CS Program Management Office (PMO) defined ways of working to drive intended outcomes and provide transparency
Independently produces and revises documents and presentations that are executive ready

Skills

Bachelor's Degree or equivalent experience, preferably in related field
8+ years of broad experience in customer service across contact center operations, digital support, and contact center technology
Experience managing and executing large, complex, cross-functional projects, ideally in a contact center and/or customer service environment
Organized and collaborative Senior 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 detailed project plans and business cases to show measurable impact of program, progress and project execution
Ability to create compelling presentations and storytelling to executives
Experience and ease interacting with and influencing senior executive leadership
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
This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity
MBA or Masters preferred

Benefits

This position is US - Remote Eligible.
This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Company Overview

Airbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet. It was founded in 2008, and is headquartered in San Francisco, California, USA, with a workforce of 5001-10000 employees. Its website is

Company H1B Sponsorship

Airbnb has a track record of offering H1B sponsorships, with 59 in 2026, 234 in 2025, 176 in 2024, 160 in 2023, 270 in 2022, 250 in 2021, 274 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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