Description
We are looking for a seasoned Forecasting and Demand Planning Analyst on our Community Support (CS) team. This individual is responsible for demand forecasting and long-term planning across multi-channel contact center operations for our Global Operations team.
The role combines planning, advanced analytics, and business partnership to drive scalable, data-driven workforce decisions in a complex, fast-changing environment.
Key responsibilities include:
- Demand Forecasting & Statistical Modeling: Own short-term, mid-term, and long-term demand forecasting across all Global Operations teams and channels.
- Design, develop, and maintain statistically robust demand forecasting models using time series and machine learning techniques.
- Perform trend, seasonality, and variance decomposition; detect structural breaks, outliers, and demand anomalies.
- Quantify forecast uncertainty through confidence intervals, error distributions, and bias analysis.
- Perform scenario modeling for peak demand periods, product launches, growth initiatives, and unplanned demand events.
- Continuously assess model performance using statistical accuracy metrics.
- Establish model governance standards, including documentation, validation, back-testing, and post-mortem analysis.
- Research, prototype, and implement new forecasting and optimization techniques as business needs evolve.
Advanced Analytics: In partnership with the Analytics and Data Engineering team, design and build scalable planning data pipelines, dashboards, and automate forecasting and capacity models to improve scalability, repeatability, and timeliness.
Decision Support & Stakeholder Communication: Present forecast assumptions, methodologies, risks, trade-offs, and recommendations in clear, executive-ready formats and act as a trusted advisor to senior leadership and participate in demand/capacity planning discussions in cross-functional forums.
Your Expertise:
- 10+ years of experience in demand forecasting, capacity planning, workforce analytics, or applied analytics.
- Bachelor’s degree in Mathematics, Statistics, Operations Research, Engineering, Economics, Data Science, or a related quantitative field.
- Strong foundation in probability, statistics, and optimization.
- Hands-on experience building and validating forecasting models and capacity models.
- Strong understanding of contact center metrics and experience supporting large-scale, multi-site, or global contact center environments.
- Advanced analytical skills with strong proficiency in Excel, Google Sheets, SQL, Python, and data visualization tools such as Tableau.
- Experience with WFM tools or planning platforms preferred.
- Strong business acumen with the ability to balance cost efficiency and customer experience outcomes.
- Excellent communication, executive presentation, and stakeholder influence skills.
Your Location: This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager.
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.
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 is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Pay Range: $168,000-$210,000 USD