Remote Community Support Forecasting & Demand Planner

Visa Hunt; United States; On-site; USD 168,000 - 210,000; Full time

Job summary

Airbnb is seeking a seasoned Forecasting and Demand Planning Analyst to lead demand forecasting and long-range planning for Global Operations. You will drive data-driven workforce decisions across multiple channels and partners, ensuring optimal staffing, cost efficiency, and service levels.

The role combines advanced analytics with business partnership, requiring strong modeling skills, stakeholder influence, and the ability to navigate a fast-paced environment.

Qualifications

• 10+ years of experience in demand forecasting, capacity planning, workforce analytics, or applied analytics.
• Strong foundation in probability, statistics, and optimization.
• Hands-on experience building and validating forecasting models (time series, ARIMA, exponential smoothing) and capacity models (queueing, service level).
• Strong understanding of contact center metrics (AHT, ASA, service level).
• Advanced analytical skills with Excel, Google Sheets, SQL, Python and Tableau.
• Experience with WFM tools or planning platforms (NICE, Verint, Aspect, Anaplan).
• Strong business acumen balancing cost efficiency and customer experience.
• Excellent communication and stakeholder influence; able to explain complex analytics to non-technical audiences.
• Comfortable operating in fast-paced, ambiguous environments.

Responsibilities

• Own demand forecasting across Global Operations channels (phone, chat, email, back-office).
• Design, build, and maintain robust forecasting models (time series, ARIMA, regression).
• Analyze trends, seasonality, and anomalies; quantify forecast uncertainty.
• Perform scenario modeling for peak periods and launches; assess model performance with metrics.
• Lead governance: documentation, validation, back-testing, post-mortems.
• Collaborate with Analytics and Data Engineering to build planning data pipelines and dashboards.
• Present forecast assumptions and recommendations to senior leadership.
• Embed planning outputs into cross-functional execution and decision-making.
• Identify process improvements to optimize cost and service levels.

Skills

Forecasting

Capacity planning

Workforce analytics

Applied analytics

Excel

Google Sheets

SQL

Python

Data visualization

Executive communication

Education

Bachelor’s degree in Mathematics, Statistics, Operations Research, Engineering, Economics, Data Science, or related quantitative field

Tools

Tableau

NICE

Verint

Aspect

Anaplan

Job description

Airbnb is seeking a seasoned Forecasting and Demand Planning Analyst to lead demand forecasting and long-range planning for Global Operations. You will drive data-driven workforce decisions across multiple channels and partners, ensuring optimal staffing, cost efficiency, and service levels.

The role combines advanced analytics with business partnership, requiring strong modeling skills, stakeholder influence, and the ability to navigate a fast-paced environment.