About the job
Airbnb, Inc. is looking for a Community Support Forecasting and Demand Planning Analyst based in the United States. This role sits within the Global Operations team and focuses on resource planning for Airbnb’s multi-channel contact center operations.
Role overview
The analyst ensures that customer support teams have the right resources in place to meet service level targets while balancing cost and productivity. The position combines demand forecasting, advanced analytics, and cross-functional collaboration to inform workforce decisions across a complex, global environment.
What you will do
- Manage demand forecasting for all Global Operations teams and channels, including phone, messaging, email, and back-office support. This includes short-term, mid-term, and long-term planning.
- Build and maintain statistical forecasting models using methods such as time series analysis, exponential smoothing, ARIMA, and regression-based models.
- Analyze demand trends, seasonality, and variance. Identify structural breaks, outliers, and anomalies in data.
- Assess forecast uncertainty through confidence intervals, error distributions, and bias analysis.
- Conduct scenario modeling for peak periods, product launches, growth initiatives, and unexpected events.
- Monitor and evaluate forecasting model performance using statistical accuracy metrics like MAPE, RMSE, MAE, and bias.
Context
The Community Support organization at Airbnb manages tens of millions of customer interactions each year across phone, messaging, chat, and social media. The team addresses a wide range of issues, from cancellations and account questions to payments, reservations, and safety. With offices around the world, Community Support serves both guests and hosts globally.
