Workforce Management Lead, Enterprise Ops

ABOUT THE ROLE We are seeking an experienced Workforce Management Lead, Enterprise Ops to join the Enterprise Operations Workforce & Vendor Excellence team at Airbnb. This team is responsible for increasing the effectiveness, utilization, quality, and impact of the Homes, Hotels, Services, and Experiences on Airbnb using AI and people-powered operations. The Workforce Planning and Insights team works with both Scaled Operations and Revenue Operations teams to optimize vendor footprint, plan capacity needs, staff projects, and improve vendor team performance. The role of the Workforce Management Lead, Enterprise Ops is to serve as the operational intelligence and capacity strategy hub for these teams, transforming complex workforce data into clear narratives that drive decisions at the most senior levels of the organization. WHAT YOU'LL DO As the Workforce Management Lead, Enterprise Ops, you will be responsible for leading demand forecasting, capacity planning, and utilization reporting across both Scaled Ops and Rev Ops Sales teams. You will also be responsible for tightly running and improving our weekly project staffing and scheduling process, deciding the optimal allocation of agents across new and existing projects, and maintaining a real-time view of all active and pipeline projects. Additionally, you will build consensus and secure decisions around program resources and requirements, collaborate with stakeholders to proactively build the project pipeline, and measure and report on the team's cost efficiency. You will also run the project governance system, ensuring that the team works on only the highest value projects, and proactively identify and escalate operational risks. WHAT YOU'LL NEED To be successful in this role, you will 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. You will also need extensive experience influencing and managing stakeholders, operating as a strategic thought partner to senior leaders, and building capacity plans, staffing/scheduling plans, and allocating resources across multiple competing priorities. You will need strong analytical skills, ability to break performance out into underlying drivers, and expertise in Google sheets, with experience using complex formulas and creating well-organized spreadsheets. Experience with SQL is a plus. WHY REMOTE Airbnb is a global company with a remote workforce, and this role will be fully remote. As a remote employee, you will have the flexibility to work from anywhere and will be part of a global team that is passionate about delivering exceptional results. BENEFITS Airbnb offers a comprehensive benefits package, including a competitive salary, health plan, parental leave, education stipend, life insurance, equipment stipend, and flexible schedule.