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Active1mo ago

Program Manager, Community Support

Airbnb·📍 Canada

Employment

FULL TIME

Work mode

On-site

Experience

All levels

Salary

$133,144–$190,993 / year · Jobiba est.

Market pay estimate

$133,144–$190,993 / year for comparable Program Manager roles. Not employer-provided.

Salary →

Role overview

Job description

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

Airbnb a pris le jour en 2007 lorsque deux Hôtes ont accueilli trois invités dans leur maison de San Francisco, et compte depuis lors plus de 4 millions d'Hôtes qui ont accueilli plus d'un milliard d'invités dans presque tous les pays du monde. Chaque jour, les Hôtes proposent des séjours et des expériences uniques qui permettent aux invités de se connecter de manière plus authentique aux communautés.

La communauté que vous rejoindrez : 

L'équipe du soutien à la communauté au sein des opérations mondiales est la voix de la marque Airbnb. Avec plus de 20 000 ambassadeurs au service de notre communauté, elle constitue le lien essentiel qui permet chaque année à des millions de voyageurs et d'hôtes de vivre des expériences enrichissantes et de ressentir un véritable sentiment d'appartenance sur notre plateforme. 

Notre organisation croit en l'importance d'offrir une expérience fluide à grande échelle. Elle collabore avec l'ensemble de l'entreprise afin d'intégrer l'expérience de soutien à toutes les étapes du parcours utilisateur et s'efforce de faire du soutien à la communauté un avantage stratégique et un facteur distinctif clé pour notre marque.

La différence que vous ferez :

En tant que gestionnaire de programme de soutien à la communauté, vous serez responsable de la mise en œuvre de programmes d'envergure, interfonctionnels et multiplateformes qui contribuent directement aux objectifs stratégiques de l'organisation du soutien à la communauté et d'Airbnb. Vous agirez comme point de liaison entre des fonctions d'affaires essentielles comme le soutien à la communauté, le marketing, la création, les produits et plateformes, la conception, l'ingénierie, les politiques et les communications. Vous veillerez à harmoniser les parties prenantes et à accompagner les équipes tout au long du processus de concrétisation des initiatives stratégiques. Vous assurerez la gestion complète des initiatives, allant de la définition de la portée à la planification et de l'exécution jusqu'au lancement, dans le but de garantir le succès de nos produits ainsi que l'expérience de nos hôtes et voyageurs. La personne recherchée devra posséder une solide expérience de collaboration avec des cadres supérieurs et être en mesure d'influencer efficacement des parties prenantes à tous les niveaux de l'organisation Airbnb. Vous jouerez un rôle essentiel dans la concrétisation de la vision du soutien à la communauté. On veut bâtir la communauté de voyage la plus fidèle au monde grâce à des services exceptionnels.

Une journée typique : 

  • Diriger des équipes interfonctionnelles complexes et gérer simultanément plusieurs programmes, tout en assurant une livraison réussie dans des contextes parfois ambigus.
  • Collaborer étroitement avec la haute direction afin d'assurer l'alignement stratégique, de communiquer l'état d'avancement des projets et de gérer les attentes.
  • Élaborer et mettre en œuvre des plans et échéanciers de programme visant l'atteinte d'indicateurs de performance conformes aux attentes de la direction.
  • Faire preuve de curiosité, anticiper les obstacles et gérer habilement les changements avec les parties prenantes interfonctionnelles, de la phase de conception initiale jusqu'au lancement. 
  • Évaluer les risques d'affaires et organisationnels afin de formuler des recommandations éclairées quant aux compromis à privilégier.
  • Assurer une boucle de rétroaction complète : suivre et mesurer les résultats obtenus, puis s'adapter rapidement et tirer des apprentissages des échecs.
  • Promouvoir les méthodes de travail définies par le BGP du soutien à la communauté afin d'atteindre les résultats visés et d'assurer la transparence.
  • Produire et réviser de manière autonome des documents et présentations de niveau exécutif.

Votre expertise :

  • Baccalauréat ou expérience équivalente, idéalement dans un domaine connexe; MBA ou maîtrise, un atout.
  • Plus de huit ans d'expérience dans différents postes en service à la clientèle, notamment dans les opérations de centres de contact, le soutien numérique et les technologies de centres d'appels. 
  • Expérience démontrée dans la gestion et l'exécution de projets complexes, d'envergure et interfonctionnels, idéalement dans un environnement de centre de contact ou de service à la clientèle.
  • Gestionnaire de programme principal·e reconnu·e pour son sens de l'organisation et son esprit collaboratif, capable de mobiliser et d'inspirer les équipes tout en assurant la livraison de résultats de grande qualité dans les délais établis.
  • Bonne compréhension des cas d'utilisation technologiques liés au service à la clientèle et aux centres de contact.
  • Expérience dans l'élaboration de plans de projet détaillés et de dossiers d'affaires démontrant l'impact mesurable des programmes, leur progression et l'exécution des projets.
  • Capacité à concevoir des présentations convaincantes et à communiquer efficacement des messages stratégiques à la direction.
  • Aisance démontrée à interagir avec des cadres supérieurs et à exercer une influence auprès d'eux.
  • Capacité éprouvée à s'adapter rapidement et à gérer des situations ambiguës afin d'aboutir à des résultats structurés. 
  • Excellentes aptitudes en collaboration, en partenariat et en influence, avec la capacité de travailler dans un environnement mondial réparti sur plusieurs sites et fuseaux horaires afin de favoriser le consensus entre les équipes.
  • Capacité à travailler sous pression.

Votre emplacement :

En raison de la nature de ce poste, le candidat retenu devra être basé au Canada pour pouvoir effectuer son travail. Actuellement, les employés peuvent être situés dans : la Colombie-Britannique, l’Ontario, le Québec, l’Alberta ou le Saskatchewan. Cette liste est continuellement mise à jour, veuillez vérifier avec nous si les provinces dans lesquelles vous vivez figurent sur la liste. Si votre poste est employé par une autre entité Airbnb, votre recruteur vous informera des provinces dans lesquelles vous êtes éligible pour travailler.

Notre engagement envers l’inclusion et l’appartenance :

Airbnb s'engage à travailler avec le vivier de talents le plus large possible. Nous pensons que la diversité des idées favorise l’innovation et l’engagement, et nous permet d’attirer des personnes créatives et de développer les meilleurs produits, services et solutions. Toutes les personnes qualifiées sont encouragées à postuler.

Nous nous efforçons également de proposer un processus de candidature et d'entretien inclusif pour les personnes handicapées. Si vous êtes un candidat handicapé et avez besoin d'aménagements raisonnables pour soumettre une candidature, veuillez nous contacter à l'adresse : [email protected]. Veuillez inclure votre nom complet, le poste pour lequel vous postulez et les aménagements nécessaires pour vous aider dans le processus de recrutement. 

Nous vous demandons de nous contacter uniquement si vous êtes un candidat dont le handicap vous empêche de remplir notre candidature en ligne.


Nous utilisons des outils automatisés pour aider notre équipe de recrutement à examiner efficacement un grand nombre de candidatures. Toutes les décisions finales d’embauche sont prises par une personne humaine.

Ce poste correspond à un poste vacant au sein de l'organisation.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Canada Annual Pay Range
$128,000—$160,000 CAD

What they are looking for

Skills & requirements

A

Hiring company

Airbnb

Technology

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