Workforce Planning Optimization Lead

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.

The Workforce Management (WFM) Workforce Planning Optimization Lead is vital in ensuring we have the best possible support for our guests and hosts within Customer Support operations. As an Airbnb Workforce Planning Optimization Lead, you will be responsible for leading and driving the allocation of headcount across multiple sites, channels and tiers and be expected to manage these and the relationships with partner WFM teams, capacity planning teams and internal stakeholders. You would be an important part of a fast moving and high profile team and be required to work closely with cross-functional teams to achieve the best results.

• Own the end-to-end WFP processes for a global line of business(s)
• Be a subject matter expert and leader in the operations and functions of selected services to ensure the best WFM practices are applied to drive the highest efficiency
• Lead communication across the broader Airbnb team and our outsource partners, including preparing performance reporting and the delivery of them at WBR/MBR and QBR’s
• Generate and deploy schedules for the organizations, internally and externally depending on language, skill and contact channel
• Analyze the demand for multiple Services with multiple channels and languages across multiple inbound and back office channels
• Build and run scheduling scenarios and provide analysis of potential impacts of new lines of business, changes to SLA, routing and workflows upon a business
• Lead insights and recommendations to the planning and staffing process based on proven WFM insights for driving change within a service
• Actively own and plan for future scenarios (e.g. high risk event weekends), drive insights and strategies for these scenarios and lead communications with stakeholders to have in place for potential challenges
• Analyze and interpret performance data to identify and implement opportunities to drive change and strategy
• Participate and promote accredited Third party upskill training relevant to the role
• Establish an in-depth working knowledge of the aspects of the role, planning, forecasting, routing and strategy for given services and working knowledge of other services/tiers
• Be a trusted and reliable stakeholder in your line of business in order to provide Senior Leadership with recommendations and analysis to ensure you are critical to their success
• Provide cover and proxy for the Regional WFP Manager when and if required
• Support teammates by acting as a leader and by advising others on the team based on your experience and expertise
• Be the primary WFP POC for business initiatives
• Lead increasingly complex initiatives. Eg completing the analysis of issues, gaining alignment on actions and implementing and tracking results

• Bachelor’s Degree or equivalent experience is required.
• Must have a minimum 5 years of experience in a contact center management role.
• Experience with industry standard WFM platform required, i.e. Genesys WFM, NICE IEX or similar
• Excellent communication skills;
  • Ability to communicate clearly and effectively with all levels of the organization.
  • Ability to brief findings to senior stakeholders using data and insights
  • Ability to persuade and negotiate with senior leadership.
• Well-developed problem-solving and analytical skills with attention to detail
• Ability to effectively communicate complex information clearly to a non WFM/technical audience
• Exposure to Interactive Insights, Tableau and SQL preferred
• Eagerness to learn & manage multiple technical systems
• Ability to process large amounts of complex raw data and present in a comprehensible fashion
• Self-motivated and driven, used to being in a fast-paced environment
• Solid knowledge of Excel and Google Docs
• A dedicated team player and relationship builder
• Readiness to travel to other offices nationally and internationally on occasion.

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.