This job has expired, please see additional jobs below
Project Manager
Airbnb
San Francisco, CA, United States
Job Details - this job has expired, please see similar jobs below
CX Project Manager - Love
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 65,000 cities and over 191 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.
As CX Project Manager (Love), you are responsible for implementing projects that drive the strategic goals of the CX organization, specifically around Love, White Glove, and Events. You will work cross-functionally to improve CX productivity and efficiency, and do so with clear communication, efficient resource usage, and deep focus on overall project execution.
Responsibilities
• Work with CX PMO team to define, launch, and execute various strategic and operational projects. Aligned primarily to Love goals, but the broader PMO priorities as bandwidth allows.
• Accountable for planning and execution of global projects that involve all departments within the CX org.
• Collaborate cross-functionally across CX, Product, Trust and Safety, IT, Finance, other business teams, and external vendors to drive key project outcomes. Influence CX programs and strategy in service of the company’s high-level goals.
• Effectively manage change by influencing and communicating with key stakeholders. Anticipate risks associated with change management, and ensure creative and effective mitigations are available.
• Prepare presentations and clearly communicate projects deliverable to senior leadership within CX and and in the broader company.
• Collect systems requirements, and work with Product/IT stakeholders to assess and prioritize according to operational benefit.
• In collaboration with CX Leadership and Product teams, communicate opportunities and advocate for product improvements and/or tools required to support project outcome and a flawless customer experience.
• Regularly assess project risks and opportunities. Leverage best practices and continually drive process improvements, but work creatively to drive execution and simplification.
Requirements
• BA/BS degree.
• 5-10 years of project/program management experience, or equivalent experience delivering projects/programs on schedule and in budget. PMP, Prince2, or equivalent certification a plus.
• Preferably in a high-growth high-volume service operations environment.
• Experience using collaborative project management tools and processes (e.g. JIRA, Asana, Smartsheets, Google docs, scrum, agile).
• Excellent communication and interpersonal skills.
• Passion for exceptional customer service.
• Previous Love team experience a plus.