Workforce Insights Manager
AirbnbAirbnb 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
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