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.
Airbnb was founded in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million hosts who have welcomed over 1 billion guests in almost every country in the world. Every day, hosts offer unique stays and experiences that allow guests to connect more authentically with communities.
The community you'll join:
The Workforce Excellence and Supplier team, Business Operations at Airbnb improves the efficiency, utilization, quality, and impact of activities related to Airbnb Listings, Hotels, Services, and Experiences through a combination of AI-optimized operations and human interventions.
Our Workforce Planning and Analytics team collaborates with the Tailored Operations and Revenue Operations teams to optimize our supplier network, plan our capacity needs, support project staffing, and improve supplier team performance. The work performed by our agents is highly varied: it can include sales activities, account management, or data annotation for AI, often in five or six languages. Typically 30 to 40 projects are running simultaneously, with demand evolving each week, making workforce forecasting and planning particularly complex. Our team scales very rapidly: we increase or decrease staffing allocated to projects in just a few days. AI is also becoming a central element of our workflows, further accelerating our execution cycles.
The difference you'll make:
As Manager, Workforce Management, Operations, you will play a pivotal role in operational intelligence and capacity strategy for our Tailored Operations and Revenue Operations teams. This is a strategic, highly visible, and high-impact role at the intersection of workforce strategy, financial efficiency, and senior leadership stakeholder management. You will transform complex, real-time workforce data into clear and compelling analyses that will guide decisions at the highest levels of the organization. You will proactively identify what's 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 supplier strategy and contracts to ensure we have the right number of agents and the right mix of skills to achieve our business objectives.
A typical day:
- Lead demand forecasting, capacity planning, and resource utilization reporting activities for the Tailored Operations and Revenue Operations – Sales teams.
- Closely oversee and improve our weekly project staffing and scheduling process, determining optimal agent allocation between new and existing projects. This includes managing prioritization discussions and trade-offs with multiple stakeholders, as well as aligning expectations on priorities and the right 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 drive decisions on resource and program needs, including tools, analytics, and reporting.
- Collaborate with stakeholders to proactively develop the project portfolio and ensure the team has a strong pipeline of high-value work to shift to if certain projects end earlier than expected.
- Measure and communicate the team's cost efficiency, including gains generated by introducing AI tools. Collaborate on setting quarterly targets and analyze overall workflow and process performance.
- Manage the project governance system to ensure the team focuses only on higher-value initiatives and continuously reassesses the relevance of continuing existing work.
- Proactively identify and report operational risks, including capacity shortfalls, underperforming suppliers, or misaligned key performance indicators, proposing corrective measures before these issues become critical.
- Collaborate on improving partner efficiency through data-driven evaluation of team and individual output, conduct in-depth analyses (such as time-motion studies), and structure best practices and incentives to optimize performance.
Your expertise:
- 10+ years of operations experience in a fast-paced environment with high ambiguity, including at least 5 years of experience in supplier management, workforce management, and/or capacity planning.
- Strong experience in stakeholder influence and management, with concrete examples of negotiating complex demands and resolving competing priorities.
- Experience as a strategic partner to senior executives, able to translate ambiguous business objectives into concrete workforce plans with measurable outcomes.
- Strong process design and execution skills; for example, ability to rebuild and launch a new complex process involving multiple functions.
- Deep experience developing capacity plans, staffing plans and schedules, and allocating resources across multiple competing priorities based on return on investment (ROI) or alignment with business objectives.
- Excellent analytical capabilities, with the ability to decompose 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 expert in using complex formulas and able to create well-structured spreadsheets from raw data. SQL experience is a plus.
- Experience 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 integrating AI and automation into supplier workflows to improve efficiency and quality.
- Strong attention to detail and good judgment in ambiguous situations.
- Demonstrated experience leading large-scale, high-impact cross-functional initiatives and managing projects from ideation through strategy and implementation with senior leaders.
Your location:
Due to the nature of this role, the selected 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 where you live 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 enables 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 need 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 you to contact us only if you are a candidate whose disability prevents you from completing our online application.
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 position.
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