Workforce Management Lead, Enterprise Ops

The Community You Will Join: 

The Enterprise Operations Workforce & Vendor Excellence team at Airbnb increases the effectiveness, utilization, quality and impact of the Homes, Hotels, Services and Experiences on Airbnb using AI and people-powered operations. 

Our Workforce Planning and Insights team works with both our Scaled Operations and our Revenue Operations teams to optimize our vendor footprint, plan our capacity needs, staff projects and improve the performance of our vendor teams. The work of our agents is highly variable, from Sales work, to Account Management to AI labeling, often across 5-6 languages. We typically have 30-40 projects running concurrently, with demand changing weekly, so forecasting and staffing is a complex challenge. Our team moves very quickly, staffing up and down projects in the space of days, and increasingly uses AI as a core component of our workflows, which further speeds up cycle times.

The Difference You Will Make:

As the Workforce Management Lead,  Enterprise Ops, you will serve as the operational intelligence and capacity strategy hub for our Scaled and Revenue Operations teams. This is a high-impact, high-visibility role that sits at the intersection of workforce strategy, financial efficiency, and executive stakeholder management. You will transform complex, real-time workforce data into clear, compelling narratives that drive decisions at the most senior levels of the organization, proactively surfacing what is working, what is at risk, and where intervention is needed before problems escalate. You will own  our capacity planning, staffing and agent prioritization processes and work with our vendor strategy and contracting team to ensure we have the right number and mix of agents to meet business outcomes.

A Typical Day: 

• Lead demand forecasting, capacity planning and utilization reporting across both the Scaled Ops team and the Rev Ops Sales teams
• Tightly run and improve our weekly project staffing and scheduling process, deciding the optimal allocation of agents across new and existing projects, including prioritization and trade-off discussions with multiple stakeholders, managing their expectations around balancing priorities and when to start, stop and continue projects
• Maintain a real-time, comprehensive view of all active and pipeline projects including tracking status, performance, blockers and distill this into a weekly / monthly executive briefing that gives senior leaders a clear picture of operational health
• Build consensus and secure decisions around program resources and requirements such as tooling, analytics and reporting
• Collaborate with our stakeholders to proactively build our project pipeline to ensure that the team has a strong bench of valuable work to transition to if other projects wind down early
• Measure and report out on the team’s cost efficiency, including gains from e.g. the introduction of AI tools. Collaborate on quarterly OKR targets, and analyze the overall ROI of our workflows and motions
• Run the project governance system, ensuring that we work on only the highest value projects, and constantly review whether existing work should be continued
• Proactively identify and escalate operational risks including capacity shortfalls, underperforming vendors, or misaligned project KPIs with a recommended course of action before they become critical issues
• Collaborate on driving partner efficiency performance via a data-driven assessment of team and individual output, perform deep dives (such as time and motion studies), and structure the best measurements and incentives to optimize performance

Your Expertise:

• 10+ years of operations experience in a fast paced and ambiguous work environment, with at least 5 years of experience in vendor management, workforce management and/or capacity planning
• Extensive experience of influencing and managing stakeholders, including clear examples of negotiating difficult demands and mediating competing priorities
• Experience operating as a strategic thought partner to senior leaders, translating ambiguous business goals into concrete workforce plans with measurable outcomes.
• Strong process design and execution skills; for example rebuilding and launching a new complex cross-functional process
• Extensive experience building capacity plans, staffing/scheduling plans, and allocating resources across multiple competing priorities based on ROI or alignment with company goals
• Strong analytical skills, ability to break performance out into underlying drivers and understand program ROI by taking a holistic view to costs and benefits
• Expertise in Google sheets, should be expert at using complex formulas and should be able to create well-organized spreadsheets with raw data inputs. Experience with SQL is a plus
• Experience driving efficiency with onshore and offshore BPO partners for Quality, Trust, Sales or CS teams. The ideal candidate will have experience of both CS / back-office operations and Sales operations
• Experience introducing AI and automation to vendor workflows to drive efficiency and quality
• Demonstrated strong attention to detail and sound judgement in ambiguous situations
• Track record of leading large scale, high impact, cross-functional efforts and driving projects from ideation to strategy and implementation at the executive level
• Experience designing and running governance frameworks (e.g., portfolio review cadences, project intake processes, escalation protocols) that create clarity and accountability across a large, dynamic project portfolio.
• Excellent written and oral communication skills
• The candidate should be comfortable working in a remote environment and be able to independently manage their productivity based on performance metrics
• Deep connection to Airbnb’s mission and passion for creating Connection and Belonging

Your Location:

This position is Canada - 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 province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Ontario, British Columbia, Quebec, and Saskatchewan. This list is continuously evolving, so please check back with your recruiter on what provinces 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.

We use automated tools to help our recruiting team efficiently screen a large volume of applications. All final hiring decisions are made by a human reviewer. 

This role is newly created and does not replace or backfill an existing position.