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Program Manager
Airbnb
San Francisco, CA, United States
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CX Program Manager
Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 34,000 cities and over 191 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.
As a CX Program Manager, you are responsible for implementing programs and projects that are aligned with the strategic goals of the CX organization. This person will work with cross-functional teams to improve CX productivity and efficiency.
Responsibilities
• Work with CX leadership to define, launch, and execute various strategic and operational initiatives.
• Drive planning and execution of global strategic priorities across CX org.
• Collaborate cross-functionally across CX, Product, Trust and Safety, IT, and Finance to drive key programs and projects.
• Effectively manage change by influencing and communicating with key stakeholders.
• Prepare presentations and clearly communicate findings from initiatives to senior management and the broader organization.
• Introduces programs that have impactful and measurable results, and achieve strategic goals.
• Identify systems requirements and work with internal/external stakeholders on prioritization
• Influence larger CX strategy by cross collaborating with other departments and providing input to CX Leadership Team.
• In collaboration with CX Leadership and the Customer Voice team, identify opportunities and advocate for product improvements and/or tools that support the team’s strategy and the needs of the customer.
• Regularly assess risks and opportunities; understand best practices, drive for process improvements, and find new ways of operating, with a focus on simplification.
• Works collaboratively across all departments within the CX organization to help improve the business.
Minimum
Qualifications
• BA/BS degree
• 5-8 years of work experience, preferably in operations or support organizations.
• Excellent communication and interpersonal skills.
• Passion for exceptional customer service.
• Strong pproblem-solvingskills
Preferred qualifications
• MBA or graduate degree in management, technical, or engineering field.
• Experience leading complex operational and strategic initiatives.