Community Support Forecasting and Demand Planning Analyst Job at Airbnb

Job 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. This role ensures the organization has the right resources, at the right time, with the right skills to meet service level objectives while optimizing cost and productivity. The role combines planning, advanced analytics and business partnership to drive scalable, data-driven workforce decisions in a complex, fast-changing environment.

Job Responsibility

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
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
Research, prototype, and implement new forecasting and optimization techniques
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
Use SQL and Python to extract, transform, and analyze large-scale operational datasets
Present forecast assumptions, methodologies, risks, trade-offs, and recommendations in clear, executive-ready formats and act as a trusted advisor to senior leadership
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

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 (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)
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

Nice to have

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

What we offer

Bonus
Equity
Benefits
Employee Travel Credits

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Community Support Forecasting and Demand Planning Analyst

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