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Workforce Management Lead, Enterprise Ops

1 month, 4 weeks ago
Canada
Full-time
Lead
Operations Manager
Project and Program Management
SQL
Apply Now
Airbnb

Airbnb

Airbnb is the world's largest community-driven hospitality company, offering homes and experiences in 191 countries. It is an online marketplace connecting people to unique accommodations and experiences globally.

Hotels, Restaurants & Leisure
5K-10K
Founded 2008
View All Jobs 63

Description

  • Lead demand forecasting, capacity planning, and utilization reporting across Scaled Operations and Revenue Operations teams.
  • Run and improve the weekly project staffing and scheduling process across new and existing initiatives.
  • Allocate agents across competing projects and manage prioritization, trade-offs, and stakeholder expectations.
  • Maintain a real-time view of active and pipeline projects, including status, performance, and blockers.
  • Prepare weekly and monthly executive briefings on operational health for senior leaders.
  • Build consensus on program resources and requirements, including tooling, analytics, and reporting.
  • Develop the project pipeline to ensure a strong bench of work when projects wind down early.
  • Measure and report on cost efficiency, ROI, and workflow improvements, including gains from AI tools.
  • Run project governance processes to keep the portfolio focused on the highest-value work.
  • Identify and escalate operational risks, with recommended actions before issues become critical.
  • Partner with stakeholders to improve performance through data-driven assessments, deep dives, and incentive design.

Requirements

  • 10+ years of operations experience in a fast-paced and ambiguous environment.
  • At least 5 years of experience in vendor management, workforce management, and/or capacity planning.
  • Proven experience influencing and managing stakeholders, including negotiating difficult demands and mediating competing priorities.
  • Experience acting as a strategic thought partner to senior leaders and translating ambiguous goals into measurable workforce plans.
  • Strong process design and execution experience, including rebuilding and launching complex cross-functional processes.
  • Extensive experience building capacity plans, staffing and scheduling plans, and resource allocation models based on ROI or company goals.
  • Strong analytical skills with the ability to break performance into underlying drivers and assess program ROI holistically.
  • Expert-level Google Sheets skills, including complex formulas and well-organized spreadsheets with raw data inputs.
  • SQL experience is a plus.
  • Experience driving efficiency with onshore and offshore BPO partners for Quality, Trust, Sales, or CS teams.
  • Experience in both customer support/back-office operations and Sales operations is ideal.
  • Experience introducing AI and automation into vendor workflows to improve efficiency and quality.
  • Strong attention to detail and sound judgment in ambiguous situations.
  • Track record of leading large-scale, cross-functional efforts from ideation through strategy and implementation at the executive level.
  • Experience designing and running governance frameworks such as portfolio reviews, intake processes, and escalation protocols.
  • Excellent written and oral communication skills.
  • Comfort working in a remote environment and independently managing productivity based on performance metrics.
  • Deep connection to Airbnb’s mission and passion for connection and belonging.
  • Must live in an eligible Canadian province: Ontario, British Columbia, Quebec, or Saskatchewan.

Benefits

  • Annual base pay range of $128,000 to $160,000 CAD.
  • Eligible for bonus.
  • Eligible for equity.
  • Eligible for benefits.
  • Eligible for Employee Travel Credits.
  • Remote-eligible in Canada, with occasional office or offsite attendance as needed.

Interested in this position?

Apply directly on the company website

Apply Now

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