Workforce Management Lead, Enterprise Ops

Role Overview

• 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

• 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.

Tech Stack

• SQL

Benefits

• Bonuses
• Employee Travel Credits