Workforce Management Lead, Enterprise Ops

Details

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.

Community

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.

Responsibilities

• Lead demand forecasting, capacity planning and utilization reporting across both the Scaled Ops team and the Rev Ops Sales teams
• Run and improve weekly project staffing and scheduling processes, deciding optimal allocation of agents across new and existing projects, including prioritization and trade-off discussions with multiple stakeholders
• Maintain a real-time, comprehensive view of all active and pipeline projects, tracking status, performance and blockers, and distill this into weekly/monthly executive briefings
• Build consensus and secure decisions around program resources and requirements such as tooling, analytics and reporting
• Collaborate with stakeholders to proactively build project pipeline and ensure a bench of work
• Measure and report on team cost efficiency, including gains from AI tools; collaborate on quarterly OKR targets and analyze ROI of workflows
• Run project governance to ensure focus on highest value projects and continuously review ongoing work
• Identify and escalate operational risks (capacity shortfalls, underperforming vendors, misaligned KPIs) with recommended actions
• Drive partner efficiency performance via data-driven assessments, deep dives (e.g., time and motion studies), and structure measurements and incentives to optimize performance

Requirements / Your expertise

• 10+ years of operations experience in a fast-paced and ambiguous environment, with at least 5 years in vendor management, workforce management and/or capacity planning
• Extensive experience influencing and managing stakeholders, negotiating difficult demands and mediating competing priorities
• Experience as a strategic thought partner to senior leaders, translating ambiguous goals into concrete workforce plans with measurable outcomes
• Strong process design and execution skills; experience rebuilding and launching complex cross-functional processes
• Extensive experience building capacity plans, staffing/scheduling plans, and allocating resources across competing priorities based on ROI or company goals
• Strong analytical skills; ability to break performance into underlying drivers and understand program ROI holistically
• Expert proficiency in Google Sheets (complex formulas, well-organized spreadsheets). Experience with SQL is a plus
• Experience driving efficiency with onshore and offshore BPO partners for Quality, Trust, Sales or CS teams; experience in both CS/back-office and Sales operations is ideal
• Experience introducing AI and automation to vendor workflows to drive efficiency and quality
• Demonstrated attention to detail and sound judgement in ambiguous situations
• Track record of leading large scale, cross-functional efforts from ideation to implementation at the executive level
• Experience designing and running governance frameworks (portfolio review cadences, project intake, escalation protocols)
• Excellent written and oral communication skills
• Comfortable working in a remote environment and independently managing productivity based on performance metrics
• Deep connection to Airbnb’s mission and passion for creating Connection and Belonging

Location

This position is Canada - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with your manager. You must live in a province where Airbnb Canada, Inc. has a registered entity. Currently eligible provinces: Ontario, British Columbia, Quebec, and Saskatchewan.

Inclusion & accommodations

Airbnb is committed to working with the broadest talent pool possible. All qualified individuals are encouraged to apply. If you are a candidate with a disability and require reasonable accommodation to submit an application, contact [email protected] with your full name, the role you’re applying for and the accommodation necessary.

Compensation

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

This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Base pay is dependent upon factors such as training, transferable skills, work experience, business needs and market demands and may change in the future.