Community Support Forecasting and Demand Planning Analyst

The role

This role owns demand forecasting and capacity planning for Airbnb's Community Support organization, which processes tens of millions of customer interactions annually across phone, messaging, and chat channels. The analyst combines statistical modeling, advanced analytics, and business partnership to optimize staffing decisions across a globally distributed team, balancing service levels with cost efficiency.

What you'd do

• Develop and maintain time-series and machine learning forecasting models across all communication channels
• Perform trend, seasonality, and anomaly detection on operational demand data
• Build scalable data pipelines, dashboards, and automated capacity models using SQL and Python
• Conduct scenario planning and sensitivity analysis for peak periods and business initiatives
• Present forecast methodologies and recommendations to senior leadership in executive formats
• Align cross-functional stakeholders on planning outputs and operational execution
• Establish model governance standards including validation, back-testing, and performance assessment
• Identify and implement process improvements and automation in demand planning workflows

What they're looking for

• Minimum ten years in demand forecasting, capacity planning, or applied analytics
• Bachelor's degree in quantitative field such as mathematics, statistics, or operations research
• Strong foundation in probability, statistics, and optimization theory
• Hands-on experience building time-series models, exponential smoothing, ARIMA, and regression models
• Knowledge of contact center metrics including AHT, ASA, service level, and shrinkage
• Advanced proficiency in Excel, Google Sheets, SQL, and Python
• Data visualization expertise with tools like Tableau
• Strong business acumen balancing cost and customer experience
• Excellent communication and executive presentation abilities
• Ability to thrive in fast-paced, ambiguous environments

Nice to have

• Experience with workforce management tools such as NICE, Verint, or Aspect
• Familiarity with planning platforms like Anaplan
• Background supporting large-scale, multi-site, or global contact center operations
• Hypothesis testing and queueing theory experience