CX Program Manager

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 190 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.
 
As CX Program Manager, you are responsible for implementing large-scale programs and projects that drive the strategic goals of the CX organization. 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 leadership to define, launch, and execute various strategic and operational initiatives. Introduce programs that have impactful and measurable outcomes.
  • Accountable for planning and execution of global strategic priorities across all departments within the CX org.
  • Collaborate cross-functionally across CX, Product, Trust and Safety, IT, and Finance, and other business teams to drive key programs and projects. Influence CX 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 findings from initiatives 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, identify opportunities and advocate for product improvements and/or tools that support the team’s strategy and the needs of the customer.
  • Regularly assess project risks and opportunities. Leverage best practices and continually drive process improvements, but work creatively to drive execution and simplification.

Qualifications

  • BA/BS degree. MBA or graduate degree in business or technical field preferred.
  • 7-10 years of project/program management experience, with emphasis on program management best practices and methods. Preferably in a high-growth high-volume service operations environment.
  • Deep knowledge and 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
 

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