Program Manager, Serviced Office

San Francisco, CA, USA | Airbnb

  • Industry:
    Internet / Online Media
  • Position Type:
  • Functions:
    Project Management
  • Experience:
    10-12 years
Job Description:
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Founded in 2008, Airbnb’s mission is to create a world where people can belong through healthy travel that is local, authentic, diverse, inclusive and sustainable. Airbnb uniquely leverages technology to economically empower millions of people around the world to unlock and monetize their spaces, passions and talents to become hospitality entrepreneurs. Airbnb’s accommodation marketplace provides access to 5+ million unique places to stay in more than 81,000 cities and 191 countries. With Experiences, Airbnb offers unprecedented access to local communities and interests through 15,000 unique, handcrafted activities run by hosts across 1,000+ cities around the world. Airbnb's people-to-people platform benefits all its stakeholders, including hosts, guests, employees and the communities in which it operates. 

The role of the Program Manager is to oversee the full life cycle of Airbnb’s Serviced Office portfolio with direct accountability for office leasing, project delivery, and relationship management.

Core Responsibilities


Develop and maintain the transaction pipeline in consultation with the global workforce planning team

Establish the project brief and transaction initiation summary for leadership approval

Lead site selection process, including site shortlist, site tours, scorecards, and comparison matrix

Develop the key deal term summary, including cash flows and lease abstracts  


Responsible for defining the scope of work, project delivery resource requirements, cost estimate & budget, work plan schedule & milestones, quality control, and risk identification in conjunction with vendor deliverables.

Implement communication plans/written reports to keep stakeholders and project resources informed. Facilitates project meetings.

Accountable for project documentation governance aligned with Airbnb requirements. Ensure project data integrity and documentation is accurate, timely and coordinated.

Accountable for tracking progress of each project against goals, objectives, approved budgets, approved timelines. Reports status and variances.

Assess project requests “viability and scope” to determine impacts to scope, budget, schedule, quality and risk, make recommendations, and implement decisions.

Identifies complex project risks, develop risk mitigation and contingency plans, and implement action plans to reduce or eliminate project risks.

Demonstrates and communicates a knowledge of projects & project management within the context of business results (business case, business risk, etc).

Vendor Management

Own and manage the program’s design guidelines

Manage ongoing vendor relations in partnership with Workplace operations team.

Perform as functional bridge between external vendors and internal stakeholders.

Track, measure, report and evaluate vendor performance through QBR process with internal cross functional teams

Troubleshoot all vendor problems and present to management as required.

Participate to formulate workflow processes, methods and policies for vendors.

Define and monitor contractual agreements

Implementation of risk management plans, quality agreements, and robust relationship management plans

Serves as escalation point for timely vendor issue resolution

Responsible for cascading functional or portfolio level decisions broadly

Examines complex functional issues, problem solves and drives for global best practices


10+ years of relevant project / program management experience

Familiarity with Co-Working providers and programs advantageous.  

Bachelor's degree (BA/BS/BEng/BArch) from College or University and/or equivalent related experience.

WIllingness to travel domestically and internationally, sometimes frequently, as required.

Ability to influence a broad range of internal and external stakeholders without exercising formal authority.

Ability to read and understand architectural drawings. Knowledge in leases, contracts, and construction practices.

Ability to motivate and negotiate effectively with cross functional colleagues, Airbnb leadership, and other internal groups to take desired action.

Strong interpersonal and team building skills - ability to work with a diverse team and impart change across functional and business boundaries

Requires in-depth knowledge of financial terms and principles. Ability to forecast and prepare budgets. Conducts financial/business analysis including the preparation of reports.

Capable of handling multiple projects in a fast paced, hyper growth environment

Ability to solve advanced problems and deal with a variety of options in complex situations. Requires expert level analytical and quantitative skills with proven experience in developing strategic solutions within a growing matrix organization. Draws upon the analysis of others and makes recommendations that have a direct impact on the project.

Demonstrates cultural awareness and flexibility to work with global teams

Successful translation of organizational focus and strategic objectives to vendors, and subsequent management or participation on teams for implementation activities

Ability to independently lead commercial negotiations, structure agreements and manage/deliver professional services.

Ability to think globally and strategically, influencing change across multiple business units and regions.

Experience with all aspects of vendor oversight or alliance management: from vendor selection, contract development, selection, to performance management (i.e. - portfolio oversight), and continuous improvement of the vendor base