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Community Support Forecasting and Demand Planning Analyst

Airbnb· Community Support
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Hybrid (US - Remote Eligible)$168k - $210kFull-timePosted 5mo ago

About the role

Forecasting and Demand Planning Analyst for Airbnb's Community Support team, responsible for demand forecasting and long-term planning across multi-channel contact center operations to meet service levels while optimizing cost 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.
  • 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 to monitor forecast accuracy, capacity gaps, utilization, and operational risk.
  • Present forecast assumptions, methodologies, risks, trade-offs, and recommendations to senior leadership; participate in cross-functional demand/capacity planning discussions.
  • Align cross-functional stakeholders to embed planning outputs into execution and operational decision-making.
  • Identify and implement process improvements, automation, and best practices in demand and capacity planning to optimize cost while maintaining/improving customer experience and service levels.

Qualifications

  • 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 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 in large-scale/multi-site/global contact centers preferred.
  • Advanced analytical skills with proficiency in Excel, Google Sheets, SQL, Python and data visualization tools (e.g., Tableau).
  • Experience with WFM tools (NICE, Verint, Aspect) or planning platforms (Anaplan) preferred.
  • Strong business acumen with ability to balance cost efficiency and customer experience outcomes.
  • Excellent communication, executive presentation, and stakeholder influence skills; ability to explain complex analytics to non-technical audiences.
  • Comfortable operating in fast-paced, ambiguous, and dynamic environments.

Skills

Required:Demand forecastingStatistical modeling (time series, ARIMA, exponential smoothing)PythonSQLData visualization (Tableau)
Nice to have:WFM tools (NICE, Verint, Aspect)

Benefits

  • Base pay range: $168,000—$210,000 USD
  • Bonus, equity, benefits, and Employee Travel Credits eligibility
  • Reasonable accommodations during recruitment process
Last updated Oct 22, 2026. Interested? Apply on the company site.
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About Airbnb

Book accommodations around the world.

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodations around the world — online or from a mobile phone. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 33,000 cities and 192 countries. And with world-class customer service and a growing community of users, Airbnb is the easiest way for people to monetize their extra space and showcase it to an audience of millions. No global movement springs from individuals. It takes an entire team united behind something big. Together, we work hard, we laugh a lot, we brainstorm nonstop, we use hundreds of Post-Its a week, and we give the best high-fives in town. Headquartered in San Francisco, we have satellite offices in Dublin, London, Barcelona, Paris, Milan, Copenhagen, Berlin, Moscow, São Paolo, Sydney, and Singapore.

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