Staff Technical Program Manager, Community Support Engineering

The Community You Will Join:

Airbnb’s mission is to create a world where people can Belong Anywhere. As we grow to achieve that mission, we’re looking to add a technical, hands-on, and mission-driven Technical Program Manager (TPM) for the Community Support Engineering (CSE) team.

This person will partner with our CS engineering, ops and product teams to build/enhance decision making across multiple areas in Airbnb. They will partner closely with the engineering leaders in CSE on processes, strategy and execution.

The team is looking for a person with the technical background, who understands the problem space, will drive requirements, leverage and apply their expertise to solve strategic problems at Airbnb.

The Difference You Will Make:

If you strive to improve productivity, have a strong analytical approach to problems, and love the challenge of building new organizational capabilities, this is the role for you.

TPMs at Airbnb work on a variety of complex projects/ programs that touch multiple product surfaces, services, functions and teams, and hence are required to keep the big picture in focus while being able to dive into the details, working through unique challenges. It is a highly leveraged role that aims to improve the quality and velocity of work across cross-functional teams by acting as a “force multiplier.” This includes managing project schedules, identifying risks, discussing the technical trade-offs with engineers, and maintaining clear communications across multiple stakeholder groups across the organization. They make work repeatable by creating and improving processes where applicable. In short, they get things done by bringing clarity out of chaos, diving into the details, and communicating clearly and in a timely manner. They're good at building relationships, motivating others with vision, and persuading with data.

A Typical Day: 

• Develop a portfolio view of CSE programs’ scope and objectives. Collaborate with stakeholders to ensure technical feasibility and drive projects end-to-end. Provide leaders with sufficient visibility into execution status, issues, and decisions.
• Lead planning, execution, and delivery of large cross-functional initiatives aimed at increasing the productivity of our technical teams.
• Enable the teams to deliver against the roadmap at all stages of the project lifecycle by identifying technical dependencies, and aligning with stakeholders on how to manage dependencies which could impact the success of the programs for quarterly/ half-yearly/bi-annual release planning, resourcing and managing ongoing risk escalation/ mitigation which could impact the success of the programs.
• Manage effective communications to leadership and across teams on key decisions, status, and risks to ensure accountability and timeline management.
• Define and align on success criteria with relevant stakeholders. Regularly assess risks and identify ways to mitigate them.
• Partner with developer teams to develop and enforce high quality internal documentation.
• Collaborate with leadership to implement best practices and aligning on priorities across CSE
• Provide visibility into key performance indicators so leaders are aware of risks and opportunities.
• In this role, you will be expected to work independently with stakeholders and cross-functional leadership, maintain focus on key priorities, and not let important details slip through the cracks or derail a project
• Build atmosphere of trust within the team and inspire team to do their best work and addresses impediments to this quickly and effectively
• Regularly assess opportunities, drive for process improvements, and find new ways of operating, with a focus on simplification and productivity.

Your Expertise:

• 10+ years of experience in the software development industry with at least 7 years as a technical program manager.
• Demonstrated ability to work calmly through ambiguity to detailed solutions. You can take a vague problem, crisply decompose and frame the challenge, outline the big picture, identify a path forward, and drive an initiative over the finish-line.
• Self-motivated, proactive and ability to adapt well and work with teams having different operating cadences.
• Proven track record of influencing others in combination with strong analytical skills and allowing others to give feedback while understanding their viewpoints.
• Experience developing processes where little exists and demonstrated flexibility to get things done.
• Detail-oriented with the ability to understand the bigger picture by using your technical expertise and problem solving abilities to prioritize and manage blocking issues.
• Experience working in a highly cross-functional environment where communication with multiple groups is imperative.
• Excellent written and oral business communication and people skills, with the ability to influence stakeholders.
• Exhibit knowledge of Asana, Jira, or other equivalent task management tooling.
• B.S. in Computer Science or a related technical discipline, or equivalent experience.
• Nice to have:  
  • Experience developing or working directly on various aspects of large-scale ML/AI platforms.
  • Experience with feature development of AI-powered product experiences.
  • Experience and passion for building and maintaining products leveraging AI models

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.