Program Manager

The Community you will join:

The Community Support Team within Global Operations is the voice of our brand, providing the glue that helps power millions of experiences and a sense of community and belonging for guests and hosts on our platform each year.

Our organization deeply believes in providing a frictionless experience at scale, works across the company to ensure the support experience is integrated across the entire lifecycle, and endeavours to make support a secret weapon and strategic differentiator for our brand.

The difference you will make:

As a Program Manager in Community Support PMO, you are responsible for implementing large-scale, cross-functional and cross-platform programs that drive the strategic goals of the Community Support organization and the company. You serve as the bridge between critical business functions such as Community Support, Marketing, Creative, Product/Platform, Design, Engineering, Policy and Comms teams, aligning stakeholders and shepherding teams through the process of bringing our strategic initiatives to life. You will deliver on the end-to-end scoping, planning, execution, and launch of initiatives to achieve success for our product, hosts, and guests. This high touch individual must come with experience working with seasoned executives and be able to work with and influence stakeholders across entire organizations throughout the company. You'll play a critical role in bringing to life Community Support's vision to build the world's most loyal travel community through exceptional service.

A typical day:

• 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 skilfully 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 PMO defined ways of working to drive intended outcomes and provide transparency.
• Independently produces and revises documents and presentations that are executive ready.
• Flexibility will be required for occasional calls with APAC/North American stakeholders that would be outside of standard business hours.

Your expertise:

• Bachelor's Degree or equivalent, preferably in education or related field; MBA or Masters preferred
• 8+ years of broad experience in customer service across contact centre operations, digital support, and contact centre technology
• Experience managing and executing large, complex, cross-functional projects, ideally in a contact centre 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 centres
• 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
• Grace under pressure

Please note our client cannot assist with any visa sponsorship and candidates must have the correct visa to live and work in Ireland