Airbnb's Community Support org handles tens of millions of interactions yearly across phone, messaging, chat, and social media.
The organization is globally distributed with offices in San Francisco, Dublin, Montreal, Seattle, Singapore, Manila, Gurgaon and an extensive partner network.
Responsibilities
Own short-term, mid-term, and long-term demand forecasting across all Global Operations teams and channels.
Design, develop, and maintain statistically robust demand forecasting models using time series and machine learning techniques (exponential smoothing, ARIMA, regression-based models).
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.
Assess model performance using MAPE, RMSE, MAE, bias.
Establish model governance standards including documentation, validation, back-testing, and post-mortem analysis.
Design and build scalable planning data pipelines, dashboards, and automate forecasting and capacity models.
Use SQL and Python to analyze large-scale operational datasets.
Present forecast assumptions, methodologies, risks, and recommendations to senior leadership.
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 related quantitative field.
Strong foundation in probability, statistics, and optimization.
Hands-on experience building and validating forecasting models (time series, exponential smoothing, ARIMA, regression, hypothesis testing) and capacity models (Erlang, queueing theory, service-level and utilization modeling).
Understanding of contact center metrics (AHT, ASA, service level, shrinkage, occupancy).
Proficiency in Excel, Google Sheets, SQL, Python, and data visualization tools such as Tableau.
Experience with WFM tools (NICE, Verint, Aspect) or planning platforms (Anaplan) preferred.
Excellent communication and executive presentation skills.
Conditions
US - Remote Eligible; must live in a state where Airbnb, Inc. has a registered entity.
Occasional work at an Airbnb office or offsites as agreed with manager.