Senior Manager, Workforce Planning

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p></div><p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>The Community You Will Join: </strong></span></p> <p>The Community Support org handles tens of millions of interactions yearly, engaging with one in five Airbnb customers by phone, messaging, chat, or social media channels. The group handles hundreds of issues across categories including Cancellations, Account Issues, Refunds, Payments, Reservations, Extenuating Circumstances, Booking & Listing issues, Safety & Claims. The organization is globally distributed with offices in San Francisco, Dublin, Montreal, Seattle, Singapore, Manila, Gurgaon and an extensive partner network serving all regions.</p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>The Difference You Will Make:</strong></span></p> <p>We are looking for a Senior Manager of Workforce Management (WFM) on our Community Support (CS) team. The Senior Manager will be responsible for maximizing efficiency by ensuring optimal staffing levels, enhancing the quality of customer interactions through continuous monitoring and training, and driving service level performance with data-driven insights. This role also focuses on balancing cost control while meeting service level agreements (SLAs) and improving the overall customer experience through analytics and feedback. This role will be responsible for managing workforce planning and real-time monitoring.</p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>A Typical Day: </strong></span></p> <p>Workforce Scheduling & Capacity Planning:</p> <ul> <li>Oversee the creation and management of employee schedules to match forecasted demand.</li> <li>Ensure that schedules optimize resource allocation, minimizing under- and over-staffing.</li> <li>Coordinate with operations to adjust schedules based on real-time demand and unforeseen events.</li> <li>Optimize labor costs while maintaining service quality through strategically leverage staffing levers.</li> <li>Track and control shrinkage categories and ensure tight monitoring over overtime, absenteeism, and other factors that impact labor costs.</li&