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 Community You Will Join:
The Enterprise Operations Workforce & Vendor Excellence team at Airbnb increases the effectiveness, utilization, quality and impact of the Homes, Hotels, Services and Experiences on Airbnb using AI and people-powered operations. Our Workforce Planning and Insights team works with both our Scaled Operations and our Revenue Operations teams to optimize our vendor footprint, plan our capacity needs, and improve the performance of our vendor teams. The work of our agents is highly variable, from Sales work, to Account Management to AI labeling, often across 5-6 languages. We typically have 30-40 projects running concurrently, with demand changing weekly, so forecasting, staffing and vendor performance management is a complex challenge. Our team moves very quickly and increasingly uses AI as a core component of our workflows, which further speeds up cycle times and the need for rapid analysis and measurement.
The Difference You Will Make:
As a Operations Business Manager/Workforce Insights Manager, you will partner closely with our cross-functional stakeholders, as well as the Planning & Insights function, to aggregate and summarize data, build reports and dashboards, and proactively generate insights on our vendor teams that will drive improved performance. Enabling our Enterprise Operations leadership teams to make data-driven decisions, and providing recommendations to them, is a core function of this role. You will both influence the direction of our operations as well as lead initiatives that drive a measurable impact on our vendor and sales operations globally. You will need to be proactive in identifying, proposing and executing on opportunities to improve our operational performance.
Airbnb has a diverse set of data tables, and our vendor data is stored in a wide variety of files and formats, so you will need to be resourceful in navigating documents, and working with e.g. data engineers to find solutions. As a workforce operations team we can have rapidly changing priorities, so being able to quickly pivot to new problems, and to reframe existing questions is important. We are focused on making an impact over theoretical models, communicating findings clearly and accurately, and demonstrating value for our stakeholders.
A Typical Day:
- Collaborate with a diverse set of stakeholders, from Sales teams, to AI data labeling teams, to deliver data-driven insights and strategic recommendations on short and long-term projects
- Architect analytical frameworks that can be scaled globally, and automate repetitive operational analytics asks such as audience generation and the aggregation of agent output
- Drive best practices and thought leadership on workforce performance analytics, supporting senior leadership on major operational decisions
- Lead global cross-functional initiatives, working with Scaled Ops, Rev Ops and Product to deliver recommendations on agent tooling, agent staffing and optimization, agent quality and efficiency, workflow optimization and process bottlenecks
- Build reporting and dashboards to allow continuous monitoring of initiative performance
- Look for ways to use AI to encourage effective self-service and quick ballpark answers
- Design and implement (with Data Eng help if needed) new data pipelines for automated reporting and insights across platforms
- Answer urgent questions from senior leadership about data investigations, business drivers, opportunity sizing and the effect of possible decisions on our guests and hosts
- Over time, develop knowledge of principles and methods within various specialty areas of our data, such as photography, our accessibility program and the experiences product
- Craft communications to clearly share your insights, which could be presentations, documents, or Google Sheets and code
- Manage your own roadmap by identifying new project opportunities and proposing prioritization between existing requests. You will often work on multiple projects at one time
- Serve as a trusted analytical advisor to senior operations leaders, proactively framing business questions, presenting trade-off recommendations, and influencing decisions on resourcing, tooling, and performance strategy
Your Expertise:
- 8+ years of work experience with increasing responsibility in a technology or consulting environment.
- Bachelors Degree in a quantitative field required (Statistics, CS, DS, Science, Economics, Engineering); Masters or a PHD is a plus
- Experience in vendor operations, revenue operations, and particularly within workforce management or vendor performance management, is a strong plus
- Strong technical knowledge of Sales / Operations tooling: familiarity with Salesforce is essential, additionally familiarity with MixMax, Gong, or Labelbox is a plus
- Fluency in the core toolkit of Operational Data Analytics: Advanced SQL, Excel modeling, metrics reporting and visualization are critical. R, Python and Tableau skills are a plus
- Experience with using AI (e.g. Claude code) to speed up and check work in SQl, Excel etc.
- Experience with and interest in data engineering and data set automation is a strong plus
- Confidence, resilience, creativity and self-sufficiency in solving problems yourself
- Demonstrated proficiency in project management, time management, project planning and prioritization of tasks
- Demonstrated desire to learn new techniques, collaborate with other teams and be a team-player to help out across all of our work, wherever is most valuable
- Ability to wrangle answers out of messy data and make good business judgment
- Demonstrated ability to build consensus across cross-functional stakeholders by communicating complex data findings in plain language and navigating competing priorities or points of view
- Excellent written and oral communication skills
- Deep connection to Airbnb’s mission and passion for creating Connection and Belonging
- Entrepreneurial drive and demonstrated ability to achieve stretch goals in an innovative and fast-paced environment
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.