Workforce Management Lead, Enterprise Ops

Airbnb

Workforce Management Lead at Airbnb optimizing operations and capacity for Scaled and Revenue Operations teams. Driving strategic workforce planning and improving operational efficiency.

Posted 6/16/2026full-time🇨🇦 CanadaSenior💰 CA$128,000 - CA$160,000 per yearWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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
Run the project governance system, ensuring that we work on only the highest value projects, and constantly review whether existing work should be continued
Proactively identify and escalate operational risks including capacity shortfalls, underperforming vendors, or misaligned project KPIs with a recommended course of action before they become critical issues
Collaborate on driving partner efficiency performance via a data-driven assessment of team and individual output, perform deep dives (such as time and motion studies), and structure the best measurements and incentives to optimize performance

Requirements

What you’ll need

10+ years of operations experience in a fast paced and ambiguous work environment, with at least 5 years of experience in vendor management, workforce management and/or capacity planning
Extensive experience of influencing and managing stakeholders, including clear examples of 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 with measurable outcomes.
Strong process design and execution skills; for example rebuilding and launching a new complex cross-functional process
Extensive experience building capacity plans, staffing/scheduling plans, and allocating resources across multiple competing priorities based on ROI or alignment with company goals
Strong analytical skills, ability to break performance out into underlying drivers and understand program ROI by taking a holistic view to costs and benefits
Expertise in Google sheets, should be expert at using complex formulas and should be able to create well-organized spreadsheets with raw data inputs. Experience with SQL is a plus
Experience driving efficiency with onshore and offshore BPO partners for Quality, Trust, Sales or CS teams. The ideal candidate will have experience of both CS / back-office operations and Sales operations
Experience introducing AI and automation to vendor workflows to drive efficiency and quality
Demonstrated strong attention to detail and sound judgement in ambiguous situations
Track record of leading large scale, high impact, cross-functional efforts and driving projects from ideation to strategy and implementation at the executive level
Experience designing and running governance frameworks (e.g., portfolio review cadences, project intake processes, escalation protocols) that create clarity and accountability across a large, dynamic project portfolio.
Excellent written and oral communication skills
The candidate should be comfortable working in a remote environment and be able to independently manage their productivity based on performance metrics
Deep connection to Airbnb’s mission and passion for creating Connection and Belonging.

Benefits

Comp & perks

Bonuses
Employee Travel Credits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

demand forecastingcapacity planningutilization reportingproject staffingschedulinganalytical skillsprocess designresource allocationAI toolsSQL

Soft Skills

stakeholder managementnegotiationmediating prioritiesstrategic thinkingattention to detailjudgment in ambiguitycommunication skillsindependent productivity managementcollaborationinfluence