FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing complex, cross-functional projects within customer service environments, with a strong focus on stakeholder alignment and effective communication. Proficient in creating impactful presentations and project plans that drive strategic initiatives and measurable outcomes.
Highest-signal resume keywords
Cross-Functional Project ManagementCustomer Service OperationsStakeholder EngagementPresentation DevelopmentStrategic Initiative Execution
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Project PlanningBusiness Case DevelopmentGovernance Structure OptimizationTechnology Use Cases in Customer ServiceProgram Impact Measurement
Soft Skills
CollaborationInfluencing SkillsAdaptabilityCommunicationStorytelling
Certifications & Qualifications
Bachelor's Degree
Industry Keywords
Contact Center OperationsDigital SupportCustomer Service EnvironmentCross-Platform ProgramsStrategic Goals
About the role
Key responsibilities & impact- Implement cross-functional and cross-platform programs that drive the strategic goals of the Community Support organization and Airbnb
- Serve as the bridge between Community Support, Product/Platform, Design, Engineering, Policy, and Shared Services teams
- Align stakeholders and shepherd teams through bringing strategic initiatives to life
- Deliver end-to-end scoping, planning, execution, and launch of initiatives for products, hosts, and guests
- Build understanding of how programs fit within broader company initiatives and adapt program delivery
- Drive project vision and purpose with cross-functional teams
- Manage cross-functional meetings and align stakeholders and teams around action plans and results
- Develop plans, monitor progress, communicate issues and blockers, and provide path-to-green recommendations
- Evaluate, optimize, or create governance structures for program teams
- Produce and revise leadership-ready documents and presentations
- Communicate complex information at the appropriate level for the audience
Requirements
What you’ll need- Bachelor's Degree or equivalent experience, preferably in a related field
- 4+ years of broad experience in customer service across contact center operations, digital support, and contact center technology
- Experience managing and executing complex, cross-functional projects, ideally in a contact center and/or customer service environment
- Understanding of technology use cases in customer service and contact centers
- Experience creating project plans and business cases to show measurable program impact, progress, and project execution
- Ability to create compelling presentations and storytelling for executives
- Experience interacting with and influencing senior stakeholders
- Proven ability to pivot and deal with ambiguous situations resulting in a structured outcome
- Exceptional collaboration, partnership, and influencing skills to work in a global environment across multiple locations and time zones and drive consensus across teams
- Must live in a state where Airbnb, Inc. has a registered entity
Benefits
Comp & perks- Bonus eligibility
- Equity eligibility
- Benefits eligibility
- Employee Travel Credits
- Remote work eligibility
- Occasional work at an Airbnb office or attendance at offsites, as agreed with the manager
- Reasonable accommodations throughout the recruitment process for applicants with disabilities