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Senior Manager Global Capacity and Operational Planning (Community Support)

3 weeks, 2 days ago
United States
Full-time
Lead
Operations Analyst
Data Science and Analytics
Erlang Machine Learning Python SQL Statistics 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 141

Description

  • Own short-term, mid-term, and long-term demand forecasting across global operations channels, including phone, messaging, email, and back office.
  • Design, develop, and maintain statistically robust forecasting models using time series and machine learning techniques.
  • Perform trend, seasonality, variance, outlier, and anomaly analysis to improve forecast accuracy.
  • Lead scenario planning for peak periods, product launches, growth initiatives, and unexpected demand events.
  • Quantify forecast uncertainty and continuously evaluate model performance using statistical accuracy metrics.
  • Establish model governance standards, including documentation, validation, back-testing, and post-mortem review.
  • Partner with Analytics and Data Engineering to build scalable planning pipelines, dashboards, and automated capacity models.
  • Use SQL and Python to analyze large-scale operational data and monitor forecast accuracy, capacity gaps, and utilization.
  • Present assumptions, risks, trade-offs, and recommendations to senior leadership and facilitate cross-functional planning discussions.
  • Lead, mentor, and develop planning analysts while setting goals, performance expectations, and career paths.

Requirements

  • 12+ years of experience in demand forecasting, capacity planning, workforce analytics, or applied analytics.
  • 5+ years of people management experience.
  • 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 such as time series analysis, exponential smoothing, ARIMA, regression, and hypothesis testing.
  • Experience with capacity modeling methods such as 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, or Aspect, or planning platforms such as Anaplan preferred.
  • Strong business acumen, executive presentation skills, stakeholder influence, and ability to explain complex analytical concepts to non-technical audiences.
  • Comfort operating in fast-paced, ambiguous, and highly dynamic environments.

Benefits

  • US-remote eligible with occasional office or offsite attendance as agreed with the manager.
  • Base salary range of $204,000 to $255,000 USD.
  • Eligible for bonus.
  • Eligible for equity.
  • Eligible for benefits.
  • Eligible for Employee Travel Credits.
  • Reasonable accommodation support for candidates with disabilities during the application process.

Interested in this position?

Apply directly on the company website

Apply Now

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