Manager, Workforce Management, Operations

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.

The community you will join:

The Workforce and Vendor Excellence team, Business Operations at Airbnb, improves the efficiency, utilization, quality, and impact of activities related to Airbnb Stays, Hotels, Services, and Experiences through a combination of AI-optimized operations and human intervention.

Our Workforce Planning and Analytics team collaborates with the Adapted Operations and Revenue Operations teams to optimize our vendor network, plan our capacity needs, support project staffing, and improve vendor team performance. The work performed by our agents is highly varied: it can involve sales activities, account management, or even data annotation for AI, often in five or six languages. 30 to 40 projects are typically underway simultaneously, with demand evolving every week, which makes forecasting and workforce planning particularly complex. Our team moves very quickly: we scale staff assigned to projects up or down in just a few days. AI is also becoming a central element of our workflows, which further accelerates our execution cycles.

The difference you will make:

As Manager, Workforce Management, Operations, you will play a pivotal role in operational intelligence and capacity strategy for our Adapted Operations and Revenue Operations teams. This is a strategic, highly visible, and high-impact role, situated at the intersection of workforce strategy, financial efficiency, and senior leadership stakeholder management. You will transform complex, real-time workforce data into clear, impactful analyses that will guide decisions at the highest levels of the organization. You will proactively identify what is working, what presents risks, and areas requiring intervention before issues escalate. You will be responsible for capacity planning, staffing, and agent prioritization processes. You will also collaborate with teams responsible for vendor strategy and contracts to ensure we have the right number of agents and the right mix of skills to achieve our business goals.

A typical day:

• Lead demand forecasting, capacity planning, and resource utilization reporting activities for the Adapted Operations and Revenue Operations – Sales teams.
• Closely oversee and improve our weekly project staffing and scheduling process, determining the optimal allocation of agents between new and existing projects. This includes managing prioritization discussions and trade-offs with multiple stakeholders, as well as aligning expectations regarding priorities and the appropriate timing to start, pause, or continue certain projects.
• Maintain a real-time overview of all active and upcoming projects, including tracking their status, performance, and obstacles encountered. Transform this information into weekly or monthly summaries for leadership to provide them with a clear view of operational health.
• Build consensus and secure decisions regarding resources and program needs, including tools, analytics, and reporting.
• Collaborate with stakeholders to proactively develop the project portfolio and ensure the team has a solid pipeline of value-added work to pivot to if certain projects end earlier than expected.
• Measure and communicate the team's cost-efficiency, including gains generated by the introduction of AI tools. Collaborate on defining quarterly goals and analyze the overall performance of workflows and processes.
• Manage the project governance system to ensure the team focuses only on the highest value-added initiatives and continuously re-evaluates the relevance of continuing existing work.
• Proactively identify and report operational risks, including capacity shortages, underperforming vendors, or misaligned key performance indicators, by proposing corrective measures before these issues become critical.
• Collaborate on improving partner efficiency through data-driven evaluation of team and individual output, conduct deep-dive analyses (such as time-motion studies), and structure the best metrics and incentives to optimize performance.

Your expertise:

• 10+ years of operations experience in a fast-paced environment with a high degree of ambiguity, including at least 5 years of experience in vendor management, workforce management, and/or capacity planning.
• Extensive experience in influencing and stakeholder management, with concrete examples of negotiating complex demands and resolving competing priorities.
• Experience as a strategic partner to senior executives, capable of transforming ambiguous business goals into concrete workforce plans with measurable results.
• Strong process design and execution skills; for example, the ability to rebuild and launch a new, complex process involving multiple functions.
• In-depth experience in developing capacity plans, staffing plans, and schedules, as well as allocating resources across multiple competing priorities based on Return on Investment (ROI) or alignment with company goals.
• Excellent analytical skills, with the ability to break down performance into underlying factors and understand program ROI through a holistic view of costs and benefits.
• Proficiency in Google Sheets; the ideal candidate must be an expert in using complex formulas and be able to create well-structured spreadsheets from raw data. Experience with SQL is an asset.
• Experience in improving efficiency with local and international BPO (Business Process Outsourcing) partners for quality, trust, sales, or customer service teams. The ideal candidate has experience in both customer service/back-office operations and sales operations.
• Experience in integrating AI and automation into vendor workflows to improve efficiency and quality.
• A strong attention to detail and good judgment in ambiguous situations.
• Demonstrated experience in leading large-scale, high-impact cross-functional initiatives, as well as managing projects from ideation to strategy and implementation with executives.

Your location:

Due to the nature of this role, the successful candidate must be based in Canada to perform their work. Currently, employees can be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continuously updated; please check with us if the provinces you live in are on the list. If your position is employed by another Airbnb entity, your recruiter will inform you of the provinces in which you are eligible to work.

Our commitment to inclusion and belonging:

Airbnb is committed to working with the broadest possible talent pool. We believe that diversity of ideas fosters innovation and engagement, and allows us to attract creative people and develop the best products, services, and solutions. All qualified individuals are encouraged to apply.

We also strive to provide an inclusive application and interview process for people with disabilities. If you are a candidate with a disability and require reasonable accommodations to submit an application, please contact us at: [email protected]. Please include your full name, the position you are applying for, and the accommodations needed to assist you in the recruitment process.

We ask that you contact us only if you are a candidate whose disability prevents you from completing our online application.

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

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

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Canada Annual Pay Range

$128,000—$160,000 CAD