Senior Forecasting & Demand Planning Analyst – Remote

Airbnb; United States; Remote; USD 168,000 - 210,000; Full time

Job summary

Airbnb is seeking a seasoned CS Forecasting and Demand Planning Analyst to lead demand forecasting and long-term planning across multi-channel contact center operations for Global Operations. You will partner with Analytics, Data Engineering, and cross-functional teams to ensure staffing aligns with service levels while controlling costs.

You will design robust forecasting models, work with large datasets using SQL and Python, and communicate insights to senior leadership to influence planning

Qualifications

• 10+ years of experience in demand forecasting, capacity planning, workforce analytics, or applied analytics.
• Bachelor’s degree in a quantitative field.
• Strong foundation in probability, statistics, and optimization.
• Hands-on experience building and validating forecasting models (time series analysis, exponential smoothing, ARIMA, regression) and capacity models (Erlang, queueing theory, service-level and utilization modeling).
• Strong understanding of contact center metrics (AHT, ASA, service level, shrinkage, occupancy).

Responsibilities

• Own short-term, mid-term, and long-term demand forecasting across Global Operations teams and channels.
• Design and maintain forecasting models using time series and machine learning techniques.
• Quantify forecast uncertainty with confidence intervals and error distributions.
• Perform scenario modeling for peak demand periods and product launches.
• Present forecast assumptions and recommendations to senior leadership.
• Align cross-functional stakeholders to embed planning outputs into execution.

Skills

Forecasting

Capacity planning

Workforce analytics

Excel

SQL

Python

Tableau

Data visualization

Executive communication

Stakeholder management

Education

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

Tools

NICE

Verint

Aspect

Anaplan

Job description

Airbnb is seeking a seasoned CS Forecasting and Demand Planning Analyst to lead demand forecasting and long-term planning across multi-channel contact center operations for Global Operations. You will partner with Analytics, Data Engineering, and cross-functional teams to ensure staffing aligns with service levels while controlling costs.

You will design robust forecasting models, work with large datasets using SQL and Python, and communicate insights to senior leadership to influence planning