Workforce Management Lead, Enterprise Ops

The Workforce Management Lead, Enterprise Ops role at Airbnb involves serving as the operational intelligence and capacity strategy hub for Scaled and Revenue Operations teams.

You will transform complex, real-time workforce data into clear narratives that drive decisions at senior levels, proactively surfacing what is working, what is at risk, and where intervention is needed.

Key responsibilities:

• Lead demand forecasting, capacity planning, and utilization reporting across Scaled Ops and Rev Ops Sales teams
• Improve the weekly project staffing and scheduling process, deciding the optimal allocation of agents across projects
• Maintain a real-time view of all active and pipeline projects, tracking status, performance, and blockers
• Build consensus and secure decisions around program resources and requirements
• Collaborate with stakeholders to proactively build the project pipeline
• Measure and report on the team's cost efficiency, including gains from AI tools
• Run the project governance system, ensuring only high-value projects are worked on
• Proactively identify and escalate operational risks
• Collaborate on driving partner efficiency performance via data-driven assessments

Requirements:

• 10+ years of operations experience in a fast-paced environment, with at least 5 years in vendor management, workforce management, and/or capacity planning
• Extensive experience influencing and managing stakeholders, including 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
• Strong process design and execution skills
• Extensive experience building capacity plans, staffing/scheduling plans, and allocating resources across multiple competing priorities
• Strong analytical skills, ability to break performance out into underlying drivers and understand program ROI
• Expertise in Google Sheets, with experience using complex formulas and creating well-organized spreadsheets
• Experience driving efficiency with onshore and offshore BPO partners
• Experience introducing AI and automation to vendor workflows to drive efficiency and quality