Supervisor, Workforce Planning

The Community You Will Join: 

Airbnb was born 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 more than 1 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.

The Supervisor, Workforce Management (WFM) will play a critical role in supporting the operations team by delivering high-quality WFM services, including scheduling, capacity planning, real-time queue monitoring, reporting, and providing key insights on operational metrics.

As a focused, diligent, and detail-oriented professional, you will develop specialized expertise in end-to-end WFM processes, along with a deep understanding of industry trends and best practices. Your insights and findings will be essential in enhancing our service delivery and customer satisfaction.

The Difference You Will Make:

In this role, you will collaborate closely with teams across Operations, Global Planning, Program Management, Quality, and Training to ensure optimal capacity, scheduling, and planning. Additionally, you will support leadership by providing comprehensive analyses of productivity, customer satisfaction, operational performance, and adherence to SLAs across all operational teams.

A Typical Day: 

• Demonstrate leadership by setting examples and providing guidance on best practices
• Oversee a team of WFM professionals, ensuring effective planning, scheduling, real-time queue management (RTA), and accurate reporting
• Work closely with global and internal stakeholders to facilitate efficient capacity planning and resource allocation
• Ensure operational schedules are synchronized with forecasted demand to optimize workforce utilization
• Lead RTAs in monitoring and managing real-time queues, making adjustments as needed to maintain service levels
• Collaborate with the Operations team to develop and implement real-time mitigation strategies for any deviations from planned schedules
• Deliver key insights, including Root Cause Analysis (RCA) and Exploratory Data Analysis (EDA), to the Operations team, driving improvements in key performance metrics
• Lead and/or participate in projects outside of the scope of your department, as assigned by your manager
• Ensure effective communication by providing timely project updates to stakeholders
• Demonstrate a willingness to openly share key ideas and learnings in diverse forums to foster knowledge sharing and collaboration

Your Expertise:

• Minimum of 5 years in Workforce Management (WFM) with at least 3 years in a team handling role, demonstrating proven leadership skills
• Strong expertise in capacity planning and workforce scheduling using Workload and Erlang methodologies
• Should have experience on one or more of the WFM tools - IEX, Verint, PlayVox 
• High proficiency in advanced reporting and data visualisation tools, including Excel, Looker Studio, Tableau, and Basic SQL
• Excellent communication and interpersonal abilities, with a talent for fostering a collaborative and motivating work environment
• A role model who leads by example, inspiring and empowering team members to achieve their highest potential
• Demonstrated ability to independently manage and prioritise projects effectively, ensuring timely and successful completion of key initiatives

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.