Senior Manager Global Capacity and Operational Planning (Community Support)

Traveltechessentialist; United States; On-site; USD 204,000 - 255,000; Full time

Benefits offered by this job

Base salary

Bonus

Equity

Employee travel credits

Job summary

Traveltechessentialist is seeking a Senior Manager for Demand Planning in the United States. The successful candidate will lead demand forecasting strategies for our Global Operations team, ensuring resource optimization and alignment with service level objectives. Qualifications include over 12 years of relevant experience, strong statistical modeling skills, and a Bachelor's degree. The role is eligible for US-Remote work with a pay range of $204,000—$255,000 USD, plus bonuses and benefits.

Qualifications

• 12+ years of experience in demand forecasting or applied analytics.
• 5+ years of people management experience.
• Hands-on experience building forecasting and capacity models.

Responsibilities

• Lead demand forecasting across Global Operations teams.
• Design demand forecasting models using statistical techniques.
• Present forecast methodologies and recommendations to senior leadership.

Skills

Demand forecasting

Statistical modeling

People management

Analytical skills

SQL

Python

Communication skills

Education

Bachelor’s degree in a relevant field

Tools

Excel

Tableau

Job description

The Community You Will Join

The Community Support organization handles tens of millions of interactions yearly, engaging Airbnb customers by phone, messaging, chat, or social media. The group manages issues across categories including cancellations, account issues, refunds, payments, reservations, extenuating circumstances, booking & listing issues, safety & claims. The organization is globally distributed with offices in San Francisco, Dublin, Montreal, Seattle, Singapore, Manila, and Gurgaon, supported by a partner network serving all regions.

The Difference You Will Make

We are looking for a Senior Manager for Demand Planning on our Community Support (CS) team. This leader is responsible for leading demand forecasting and long‑term planning strategy across multi‑channel contact center operations for our Global Operations team. The role ensures the organization has the right resources, at the right time, with the right skills to meet service level objectives while optimizing cost and productivity.

A Typical Day

Demand Forecasting & Statistical Modeling

• Own short‑term, mid‑term, and long‑term demand forecasting across all Global Operations teams and channels (phone, messaging, email, back‑office, etc.).
• 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.
• Lead scenario modeling for peak demand periods, product launches, growth initiatives, and unplanned demand events.
• Continuously assess model performance using statistical accuracy metrics (MAPE, RMSE, MAE, bias).
• Establish model governance standards, including documentation, validation, back‑testing, and post‑mortem analysis.
• Research, prototype, and implement new forecasting and optimization techniques as business needs evolve.
• Perform scenario planning and sensitivity analysis to quantify trade‑offs between service levels, cost, and utilization.

Advanced Analytics

• In partnership with the Analytics and Data Engineering team, design and build scalable planning data pipelines, dashboards, and automate forecasting and capacity models to improve scalability, repeatability, and timeliness.
• Use SQL and Python to extract, transform, and analyze large‑scale operational datasets to monitor forecast accuracy, capacity gaps, utilization, and operational risk.

Decision Support & Stakeholder Communication

• Present forecast assumptions, methodologies, risks, trade‑offs, and recommendations in clear, executive‑ready formats and act as a trusted advisor to senior leadership.
• Align cross‑functional stakeholders (Delivery, Product, Finance, HR, and others) to embed planning outputs into execution and operational decision‑making.
• Identify and implement process improvements, automation, and best practices in the demand and capacity planning area to optimize cost while maintaining or improving customer experience and service‑level outcomes.

People Leadership

• Lead, mentor, and develop planning analysts in quantitative methods, statistical rigor, and coding best practices.
• Review and approve forecasting and capacity models for accuracy, scalability, and business relevance.
• Set clear goals, high performance expectations, and career development paths for the team.
• Foster a culture of data‑driven decision‑making, accountability, and continuous improvement.

Your Expertise

• 12+ years of experience in demand forecasting, capacity planning, workforce analytics, or applied analytics.
• 5+ years of people management experience.
• 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 strong proficiency in Excel, Google Sheets, SQL, Python, and data visualization tools such as Tableau.
• Experience with WFM tools (e.g., NICE, Verint, Aspect) or planning platforms (e.g., Anaplan) preferred.
• Strong business acumen with the ability to balance cost efficiency and customer experience outcomes.
• Excellent communication, executive presentation, and stakeholder influence skills; ability to explain complex analytical concepts to non‑technical audiences.
• Comfortable operating in fast‑paced, ambiguous, and highly dynamic environments.

Your Location

This position is US‑Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with your manager. You must live in a state where Airbnb, Inc. has a registered entity.

Our Commitment To Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible and fostering a disability‑inclusive application and interview process. If you are a candidate whose disability prevents you from completing our online application, contact [e-mail] to request reasonable accommodation.

How We'll Take Care Of You

Pay may include base salary, bonus, equity, benefits, and employee travel credits. Pay range: $204,000—$255,000 USD.