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Manager, Workforce Management

Gurugram, India
Role overview Application

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 Community You Will Join:

As a manager in Workforce Management (WFM), you will join a dynamic community of professionals dedicated to optimizing operational efficiency and enhancing employee engagement. This community is characterised by collaboration, innovation, and a commitment to leveraging data-driven insights to make informed decisions. Here, you'll share best practices, tackle challenging scenarios, and support each other in creating a harmonious work environment that aligns with Airbnb's mission and values.

The Difference You Will Make:

As a WFM Manager, you will play a pivotal role in optimizing workforce performance and ensuring seamless operational execution. Your strategic insights into workforce forecasting, scheduling, and resource planning will directly contribute to the operational efficiency. You will drive data-driven decision-making to balance customer demands with operational capacity, ensuring productivity, quality, and cost-effectiveness. Through your leadership, you'll create an environment where both the team and the business thrive.

A Typical Day:

  • Forecasting & Planning: Develop and execute staffing plans to meet operational needs, ensuring optimal coverage to match demand patterns. Work closely with other departments to incorporate business trends into accurate forecasts.
  • Scheduling & Optimization: Oversee the creation of daily, weekly, and monthly schedules for the workforce. Monitor and adjust schedules to ensure efficiency, ensuring alignment with forecasted demand.
  • Data Analysis & Reporting: Provide regular performance reports, key metrics, and workforce performance data to leadership, identifying trends and areas for improvement. Utilize analytics tools to drive insights into operational performance.
  • Real-Time Management: Track real-time service levels and performance, adjusting resources as needed to meet immediate customer demands. Act as a point of contact for workforce-related queries and resolve operational issues efficiently.
  • Team Leadership & Development: Lead and develop a team of WFM analysts and specialists. Provide coaching, training, and feedback to ensure the team is performing at its highest potential. Foster a collaborative and performance-oriented environment.
  • Process Improvement: Continuously evaluate and enhance WFM processes to ensure maximum efficiency, scalability, and responsiveness. Implement automation and optimization strategies wherever possible to streamline workflows.
  • Cross-Functional Collaboration: Partner with operations, HR, Training, Quality and other stakeholders to ensure alignment in workforce needs and strategic initiatives. Build strong relationships with team leaders to communicate needs and align on business goals.
  • Based in Delhi/NCR with willingness to travel, work flexible 24/7 shifts, including weekends/holidays, from an office-based role in Gurgaon

Your Expertise:

  • Experience: Minimum of 10 years of experience in WFM including 5 years in WFM leadership role
  • Leadership Skills: Strong leadership and team management experience. Ability to guide, mentor, and develop a team to meet business objectives.
  • Analytical Acumen: Proficient in data analysis, reporting, and decision-making based on operational data. Comfortable using workforce management software (e.g., NICE, Verint, Kronos) and Excel.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex data insights to non-technical stakeholders.
  • Problem Solving: Ability to quickly identify and solve problems in real-time to ensure service levels and performance are met.
  • Technical Expertise: Strong knowledge of WFM tools & methodologies, forecasting models, and scheduling techniques. Ability to leverage technology to drive efficiency and improve processes.
  • Customer-Centric Mindset: A deep understanding of balancing customer experience  with operational efficiency, and ensuring the team is aligned to meet both goals.
Hybrid Work Requirements & Expectations: To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:
  • Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise
  • Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
  • Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
  • Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.

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.