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Community Support Forecasting and Demand Planning Analyst

3 months, 3 weeks ago
United States
Full-time
Lead
Operations Analyst
Data Science and Analytics
Erlang Machine Learning Python SQL Tableau
Apply Now
Airbnb

Airbnb

Airbnb is the world's largest community-driven hospitality company, offering homes and experiences in 191 countries. It is an online marketplace connecting people to unique accommodations and experiences globally.

Hotels, Restaurants & Leisure
5K-10K
Founded 2008
View All Jobs 57

Description

  • Own short-, mid-, and long-term demand forecasting across global operations teams and support channels.
  • Design, develop, and maintain statistically robust forecasting models using time series and machine learning techniques.
  • Analyze trends, seasonality, variance, structural breaks, outliers, and demand anomalies.
  • Quantify forecast uncertainty using confidence intervals, error distributions, and bias analysis.
  • Run scenario modeling and sensitivity analysis for peak periods, product launches, growth initiatives, and unplanned demand events.
  • Track model performance using accuracy metrics such as MAPE, RMSE, MAE, and bias.
  • Establish model governance standards including documentation, validation, back-testing, and post-mortem analysis.
  • Partner with Analytics and Data Engineering to build planning data pipelines, dashboards, and automated capacity models.
  • Use SQL and Python to extract, transform, and analyze large-scale operational data.
  • Present forecast assumptions, risks, trade-offs, and recommendations to senior leadership and cross-functional stakeholders.

Requirements

  • 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.
  • Experience with time series analysis, exponential smoothing, ARIMA, regression, hypothesis testing, Erlang, queueing theory, service-level modeling, and utilization modeling.
  • Strong understanding of contact center metrics such as AHT, ASA, service level, shrinkage, and occupancy; experience in large-scale, multi-site, or global contact center environments preferred.
  • Advanced proficiency in Excel, Google Sheets, SQL, Python, and data visualization tools such as Tableau.
  • Experience with WFM tools such as NICE, Verint, Aspect, or planning platforms such as Anaplan preferred.
  • Strong business acumen with the ability to balance cost efficiency and customer experience outcomes.
  • Excellent communication, executive presentation, and stakeholder influence skills, with the ability to explain complex analytical concepts to non-technical audiences.

Benefits

  • US-remote eligible, with occasional work at an Airbnb office or attendance at offsites as needed.
  • Base salary range of $168,000 to $210,000 USD.
  • May be eligible for bonus compensation.
  • May be eligible for equity.
  • Benefits package included.
  • Employee Travel Credits included.

Interested in this position?

Apply directly on the company website

Apply Now

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