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

Consumer Discretionary

5K-10K (8700)

Founded 2008

127 open positions

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Senior Manager Global Capacity and Operational Planning (Community Support)

2 months ago

United States

Full-time

Lead

Operations Analyst

Data Science and Analytics

Erlang Machine Learning Python SQL Statistics Tableau

Apply Now

Airbnb

Hotels, Restaurants & Leisure

5K-10K

Founded 2008

View All Jobs 127

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

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