Senior CS Demand Forecasting & Capacity Planner

airbnb, Inc.; United States; On-site; USD 168,000 - 210,000; Full time

Job summary

Airbnb is seeking a seasoned CS Forecasting and Demand Planning Analyst in the United States. The role focuses on demand forecasting across multi-channel contact center operations to ensure optimal staffing, cost, and service levels.

You will develop robust models, collaborate with analytics and data engineering, and serve as a trusted advisor to leadership. Responsibilities include building scalable data pipelines, presenting methodologies, and aligning cross-functional teams to integrate

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 a 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 supporting large-scale, multi-site, or global contact center environments preferred.
• Advanced analytical skills with proficiency in Excel, Google Sheets, SQL, Python and Tableau.
• Experience with WFM tools (NICE, Verint, Aspect) or planning platforms (Anaplan).

Responsibilities

• Forecast across Global Operations teams and channels (phone, messaging, email, back-office).
• Design, develop, and maintain forecasting models using time series and ML techniques.
• Assess model performance with accuracy metrics and governance standards.
• Build scalable planning data pipelines and dashboards with Analytics teams.
• Present forecast assumptions and recommendations to senior leadership.
• Align stakeholders to embed planning outputs into execution and decisions.

Skills

Demand forecasting

Capacity planning

Workforce analytics

Applied analytics

Probability

Statistics

Optimization

Forecasting models

Time series

ARIMA

Exponential smoothing

Regression

Contact center metrics

Excel

Google Sheets

SQL

Python

Tableau

WFM tools

Anaplan

Education

Bachelor’s degree in Mathematics/Statistics/Operations Research/Engineering/Economics/Data Science

Tools

NICE

Verint

Aspect

Anaplan

Job description

Airbnb is seeking a seasoned CS Forecasting and Demand Planning Analyst in the United States. The role focuses on demand forecasting across multi-channel contact center operations to ensure optimal staffing, cost, and service levels.

You will develop robust models, collaborate with analytics and data engineering, and serve as a trusted advisor to leadership. Responsibilities include building scalable data pipelines, presenting methodologies, and aligning cross-functional teams to integrate