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.
About Airbnb: Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 85,000 cities and over 191 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.
What you’ll do
- Understanding of workforce metrics (SLA, shrinkage, occupancy, adherence, AHT, etc.) with an ability to incorporate insights into planning
- Deep execution on Queue management, while effectively communicating strategies, processes across Broader Airbnb team and our Outsourced Partners
- Strong skills in information gathering, data collection with analysis, and reporting SLA performance to broader domains
- Performance reporting with strong footprint of WFM metrics, RCA with supported narratives using trends and current performance
- Support site-level resources with real-time management of schedule adherence and analyze performance data to identify opportunities to operate more effectively and efficiently
- Communicate clearly and empathetically around strategies and business needs; build trust and transparency
- Self-starter/Teamwork abilities: Workforce analyst must be able to work independently as well as function effectively as a member of a team
- Ability to handle dynamic situations: They require the ability to work effectively in a fast-pace situation and to handle multi-dimensional work, as well as to adapt to rapid changes in information, process, direction, or immediate workflow
What you need to succeed
- Well-developed problem-solving and analytical skills
- Minimum 5 years WFM experience with hands-on experience on Queue management, understanding of scheduling with ability to read data as trend analysis.
- Comfortable working as an RTA
- Proactive problem solver; able to see big picture and streamline current processes while planning for business improvements
- Effective communicator and relationship builder
- Able to travel to other offices nationally and internationally on occasion
- Work weekends and holidays as business needs
- Strong attention to detail
- Experience with Genesys WFM or similar applications (i.e.,IEX, Tableau, Superset, Salesforce)
- Ability to learn & manage multiple technical systems
- Solid knowledge of Excel and Google sheet
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.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is inclusive of allowances and is subject to change and may be modified in the future. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.
Skills Required
- Understanding of workforce metrics (SLA, shrinkage, occupancy, adherence, AHT) and applying insights to planning
- Minimum 5 years WFM experience with hands-on queue management and scheduling
- Experience with Genesys WFM or similar applications (IEX, Tableau, Superset, Salesforce)
- Solid knowledge of Excel and Google Sheets
- Strong problem-solving and analytical skills, including trend analysis and RCA
- Ability to manage real-time schedule adherence and support site-level resources
- Effective communicator and relationship builder; clear and empathetic stakeholder communication
- Able to travel nationally and internationally on occasion and work weekends/holidays as needed
- Ability to learn and manage multiple technical systems; strong attention to detail
Airbnb Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Airbnb and has not been reviewed or approved by Airbnb.
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Fair & Transparent Compensation — Pay ranges and total compensation components are increasingly disclosed, and country-level pay practices avoid location-based cuts, which feedback suggests improves consistency and perceived fairness.
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Healthcare Strength — Comprehensive core health coverage for employees, mental health resources, and substantial dependent support are repeatedly highlighted as robust and a standout element of the package.
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Leave & Time Off Breadth — Generous PTO, a winter shutdown, sabbaticals, and paid volunteer time are described as extensive, with parental leave and phased return options reinforcing time-off flexibility.
Airbnb Insights
What We Do
Airbnb is a community based on connection and belonging—a community that was born in 2008 when two hosts welcomed three guests to their San Francisco home, and has since grown to 4 million hosts who have welcomed over 800 million guest arrivals to about 100,000 cities in almost every country and region across the globe. Hosts on Airbnb are everyday people who share their worlds to provide guests with the feeling of connection and being at home. At Airbnb, we believe that hosts, guests and the communities where we operate are all stakeholders we have a responsibility to serve, and that by serving them alongside our employees and investors, we will build an enduringly successful company.
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