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