Senior Manager, Global Capacity and Operations Planning

Job Description

Founded in 2008, Airbnb exists to create a world where anyone can belong anywhere, providing healthy travel that is local, authentic, diverse, inclusive and sustainable. Airbnb uniquely leverages technology to economically empower millions of people around the world to unlock and monetize their spaces, passions and talents to become hospitality entrepreneurs. Airbnb’s accommodation marketplace provides access to 6+ million unique places to stay in nearly 100,000 cities and 191 countries. With Experiences, Airbnb offers unprecedented access to local communities and interests through 30,000+ unique, handcrafted activities run by hosts across 1,000+ markets around the world. Airbnb’s people-to-people platform benefits all its stakeholders, including hosts, guests, employees and the communities in which it operates.

This is a pivotal leadership position within our Community Support organization. This role is essential to supporting our community by ensuring we have the correct staffing levels to support all service needs globally and that our strategic operations are set up to maximise the quality and efficiency of our operations.

This role is responsible for the capacity forecast and attributed budget updates including hiring plans and costs. In addition to this you'll play a key role in building scalable staffing levels and managing multiple site staffing plans to service Airbnb hosts and guests across the globe. You'll be accountable for analyzing data, identifying trends, and building relationships with key stakeholders within the business. You will partner with cross functional teams including Data Science, SuP, Partner management and regional workforce planning managers to drive delivery and performance. You will lead on partnerships with the Data Science team to look strategically at capacity planning and its evolution, harnessing the technology and experience in Airbnb to take capacity planning to the next level.

• Responsible for capacity planning across all internal and outsourced centers and across all service tiers
• Own end to end Demand and supply planning, includes transaction forecasting for multiple markets, channels and services
• Analyze data and performance metrics to identify opportunities to operate more effectively and efficiently
• Produce monthly forecasts to track actuals and forecast emerging changes and trends owning the process for managing stakeholders to ensure operational changes are made
• Lead and develop a team of capacity planners with appropriate skills and techniques including the tracking and reconciliation of our monthly financials.
• Periodically review models used by service, language, channel to look for improvement opportunities
• Provide thought leadership on the set and and structure of our global operations working with the CS leadership team to ensure all plans maximise on efficiency and quality
• Manage the communication process surrounding capacity planning including key stakeholder walkthrough sessions and wider stakeholder general communications taking a very structured and stakeholder focussed view communications
• Communicate clearly and effectively the component part changes that have driven headcount and budget changes systematically from inbound demand change through to operating KPI changes to ensure changes to hiring or performance management can be accepted and implemented
• Communicate clearly any contributing factors to monthly over or under spend across our partner network and partner with our partner management team to miniuse ongoing fluctuation
• Periodically review forecast output utilisation for short term planning - Interval level, tier level and channel strategy
• Communicates complex ideas in an understandable manner, anticipates potential objections and influences others, often at senior levels, to adopt a different point of view

• Well-developed problem-solving and analytical skills
• 12yrs+ years experience managing similar functions complex environment
• Extensive team management experience of 5+ years
• Experience with Nice WFM preferred
• Ability to learn & manage multiple technical systems
• Proactive problem solver; able to see big picture and streamline current processes while planning for long-term growth
• Effective communicator, influencer and relationship builder
• The ability to balance multiple priorities in a fast-changing environment
• Able to travel to other offices nationally and internationally on occasion
• Solid knowledge of Excel. Willing to learn SQL basics.

Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We provide equal employment opportunities to all employees and applicants for employment without regard to sex, race, colour, ethnic or social origin, genetic features, language, religion or belief, political or any other opinion, membership of a national minority, property, birth, disability, age or sexual orientation.