Community Support Forecasting and Demand Planning Analyst

The role

This analyst role sits within Airbnb's Community Support organization and serves the Global Operations group. The person builds and governs models that anticipate customer contact volume across phone, messaging, email and back-office work, then translates the results into staffing and capacity plans. The job blends statistics, automation and advisory work with executives and partner teams.

What you would do

• Own near-, mid- and long-range volume predictions for every channel and team in Global Operations
• Build, tune and maintain time series and machine learning models for contact demand
• Break down trend, seasonality and variance while flagging outliers, structural shifts and unusual spikes
• Measure prediction uncertainty and track accuracy using error and bias metrics
• Model scenarios for peak periods, launches, growth efforts and unexpected surges, including cost versus service trade-offs
• Set standards for model documentation, validation, back-testing and retrospective reviews
• Work with analytics and data engineering colleagues to create pipelines, dashboards and automated planning models
• Use SQL and Python on large operational data to watch capacity gaps, utilization and risk
• Brief senior leaders and partner teams such as Finance, HR and Product on assumptions, risks and recommendations
• Drive process improvements and automation that lower cost without hurting customer experience

What they asked for

• At least a decade working in forecasting, capacity planning, workforce analytics or comparable applied analytics
• Bachelor's degree in a quantitative discipline such as statistics, math, economics, engineering or operations research
• Solid grounding in probability, statistics and optimization
• Practical record of building and validating time series, regression and hypothesis-testing models
• Capacity modeling knowledge including Erlang, queueing theory, service level and utilization
• Familiarity with contact center measures like AHT, ASA, shrinkage and occupancy
• Strong skills in Excel, Google Sheets, SQL, Python and Tableau
• Clear communicator able to present to executives and explain technical ideas to non-technical audiences
• Business judgment to weigh cost savings against customer experience
• Ability to thrive amid ambiguity and rapid change

Nice to have

• Experience supporting large, multi-site or global contact centers
• Hands-on use of workforce management tools such as NICE, Verint or Aspect
• Experience with planning platforms such as Anaplan