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[Remote] Community Support Forecasting and Demand Planning Analyst
Note: The job is a remote job and is open to candidates in USA. Airbnb is a global company that connects hosts and guests for unique stays and experiences. They are seeking a seasoned Forecasting and Demand Planning Analyst to manage demand forecasting and long-term planning for their Community Support team, ensuring the right resources are in place to meet service level objectives while optimizing costs and productivity.
Responsibilities
- Own short-term, mid-term, and long-term demand forecasting across all Global Operations teams and channels (phone, messaging, email, back-office etc.)
- Design, develop, and maintain statistically robust demand forecasting models using time series and machine learning techniques (e.g., exponential smoothing, ARIMA, regression-based models etc.)
- 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 (MAPE, RMSE, MAE, bias etc)
- 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
- Perform scenario planning and sensitivity analysis to quantify trade-offs between service levels, cost, and utilization
- 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
- Use SQL and Python to extract, transform, and analyze large-scale operational datasets to monitor forecast accuracy, capacity gaps, utilization, and operational risk
- 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
- Align cross-functional stakeholders (Delivery, Product, Finance, HR, and others) to embed planning outputs into execution and operational decision-making
- Identify and implement process improvements, automation, and best practices in the demand and capacity planning area to optimize cost while maintaining or improving customer experience and service-level outcomes
Skills
- 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 (time series analysis, exponential smoothing, ARIMA, regression, hypothesis testing) and capacity models (Erlang, queueing theory, service-level and utilization modeling)
- Strong understanding of contact center metrics (AHT, ASA, service level, shrinkage, occupancy); experience supporting large-scale, multi-site, or global contact center environments preferred
- Advanced analytical skills with strong proficiency in Excel, Google Sheets, SQL, Python and data visualization tools such as Tableau
- Strong business acumen with the ability to balance cost efficiency and customer experience outcomes
- Excellent communication, executive presentation, and stakeholder influence skills; ability to explain complex analytical concepts to non-technical audiences
- Comfortable operating in fast-paced, ambiguous, and highly dynamic environments
- Strong understanding of contact center metrics (AHT, ASA, service level, shrinkage, occupancy); experience supporting large-scale, multi-site, or global contact center environments preferred
- Experience with WFM tools (e.g., NICE, Verint, Aspect) or planning platforms (e.g., Anaplan) preferred
Benefits
- Bonus
- Equity
- Benefits
- Employee Travel Credits
Company Overview
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