Senior Forecasting and Demand Planning Analyst

The role

This individual is responsible for demand forecasting and long-term planning across multi-channel contact center operations for the Global Operations team. The role combines planning, advanced analytics and business partnership to drive scalable, data-driven workforce decisions.

What you will do

• Own short-term, mid-term, and long-term demand forecasting across all Global Operations teams and channels.
• Design, develop, and maintain statistically robust demand forecasting models.
• Perform trend, seasonality, and variance decomposition.
• Quantify forecast uncertainty through confidence intervals, error distributions, and bias analysis.
• Perform scenario modeling for peak demand periods, product launches, growth initiatives, and unplanned demand events.
• Continuously assess model performance using statistical accuracy metrics.
• Establish model governance standards.
• Research, prototype, and implement new forecasting and optimization techniques.
• Perform scenario planning and sensitivity analysis.
• Design and build scalable planning data pipelines, dashboards, and automate forecasting and capacity models.

Required 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).
• Hands-on experience building and validating capacity models (Erlang, queueing theory, service-level and utilization modeling).
• Strong understanding of contact center metrics (AHT, ASA, service level, shrinkage, occupancy).
• Advanced analytical skills with strong proficiency in Excel, Google Sheets, SQL, Python and data visualization tools such as Tableau.
• Strong business acumen with the ability to balance cost efficiency and customer experience outcomes.
• Excellent communication, executive presentation, and stakeholder influence skills.
• Comfortable operating in fast-paced, ambiguous, and highly dynamic environments.

Nice to have

• Experience supporting large-scale, multi-site, or global contact center environments
• Experience with WFM tools (e.g., NICE, Verint, Aspect)
• Experience with planning platforms (e.g., Anaplan)

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits

Before you apply

• You must live in a state where Airbnb, Inc. has a registered entity.

About the company

Airbnb was born in 2007 and has grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe.