United States•Publicerad: 24 apr.•Sista ansökan: 17 aug.
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million
hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique
stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join:
The Community Support org handles tens of millions of interactions yearly, engaging with Airbnb customers by phone, messaging,
chat, or social media channels. The group handles hundreds of 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, Gurgaon and an extensive 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.
This 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.
The role combines planning, advanced analytics, business partnership, and people leadership to drive scalable, data-driven
workforce decisions in a complex, fast-changing environment.
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
(e.g., exponential smoothing, ARIMA, regression-based models etc.).
* 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 etc).
* 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 and lead demand/capacity planning discussions in cross-functional forums.
* 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 to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered
entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if
the state you live in is on the exclusion list If your position is employed by another Airbnb entity, your recruiter will inform
you what states you are eligible to work from.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement,
and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals
are encouraged to apply.
We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and
require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com.
Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting
process.
We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online
application.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training,
transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be
modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Pay Range
$204,000—$255,000 USD
United States•Publicerad: 24 apr.•Sista ansökan: 17 aug.
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million
hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique
stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join:
The Community Support org handles tens of millions of interactions yearly, engaging with Airbnb customers by phone, messaging,
chat, or social media channels. The group handles hundreds of 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, Gurgaon and an extensive partner
network serving all regions.
The Difference You Will Make:
We are looking for a seasoned Forecasting and Demand Planning Analyst on our Community Support (CS) team. This individual is
responsible for demand forecasting and long-term planning across multi-channel contact center operations for our Global Operations
team. This 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.
The role combines planning, advanced analytics and business partnership to drive scalable, data-driven workforce decisions in a
complex, fast-changing environment.
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
(e.g., exponential smoothing, ARIMA, regression-based models etc.).
* Perform trend, seasonality, and variance decomposition; detect structural breaks, outliers, and demand anomalies.
* 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 (MAPE, RMSE, MAE, bias etc).
* 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 and participate in demand/capacity planning discussions in cross-functional forums.
* 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.
Your Expertise:
* 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 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 to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered
entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if
the state you live in is on the exclusion list If your position is employed by another Airbnb entity, your recruiter will inform
you what states you are eligible to work from.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement,
and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals
are encouraged to apply.
We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and
require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com.
Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting
process.
We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online
application.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training,
transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be
modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Pay Range
$168,000—$210,000 USD
United States•Publicerad: 23 juni•Sista ansökan: 17 aug.
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million
hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique
stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join:
The Community Support org handles tens of millions of interactions yearly, engaging with Airbnb customers by phone, messaging,
chat, or social media channels. The group handles hundreds of 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, Gurgaon and an extensive partner
network serving all regions.
The Difference You Will Make:
We are seeking an experienced Business Operations Manager to lead and advance Airbnb's global goodwill strategy, a high-impact
role sitting at the intersection of business strategy, financial stewardship, and customer experience.
Reporting to the Director of Global Community Support Business Operations, you will design and lead a global goodwill program,
driving its continued evolution and operational excellence across our Global Community Support organization. You will be
accountable for budget adherence and operational expense targets, ensuring the program consistently delivers meaningful impact in
alignment with Airbnb's business and financial goals.
The ideal candidate is a strategic thinker and excellent collaborator with the ability to translate complex data into actionable
business insights. You will engage regularly with senior and executive stakeholders, communicating program performance, strategic
direction, and key outcomes with clarity and confidence.
This role offers a unique opportunity to shape how Airbnb shows up for its global community at scale, driving a program that is
both commercially disciplined and deeply human in its impact.
A Typical Day:
* Strategic Program Design, Optimization and Implementation: Create the end-to-end Goodwill program inclusive of designing the
program strategy, creating the operational design and implementation frameworks as well as driving all monitoring and
optimization efforts.
* Be the main point of contact driving core product and policy initiatives related to how we extend goodwill to customers.
* Strategic Operations: Define and lead strategy and roadmap for the CS Goodwill Program, balancing priorities against
business and financial goals. Drive all change management and continuous improvement initiative efforts across the global
footprint.
* Create an operational management system: Build an operating management system to track program performance across a global
network of partner sites.
* Continuous improvement and Innovation: Drive a culture of continuous operational improvement through continuously fine
tuning the goodwill program initiatives and practices.
* Establish program success criteria: Establish Metrics to measure the success of the good will initiatives and continuously
tune the initiatives to improve customer satisfaction and meet financial targets.
* Business and financial management: Drive the Goodwill budget targeting process in partnership with finance to ensure the proper
budget target setting and adherence.
* Monitoring and Reporting Program health: Report out on the operational effectiveness of the Goodwill programs across a global
business using data driven insights and decision making.
* Risk Management: Assess and mitigate risks associated with goodwill practices, ensuring that all goodwill strategies comply
with business policies. Report on usage audits with tight collaboration with key partners across Delivery, Analytics and
Finance.
* Stakeholder Management: Liaise with Community Support teams to implement and monitor goodwill programs. Provide leadership
program performance health readouts.
* Cross-functional Collaboration: A proven track record of managing programs across outsourced partnerships through
collaboration with multiple cross functional teams including Service Delivery, Partner Strategy, Trust, Legal, Product
Management, Finance and Analytics. Able to instill accountability and discipline, rigor, and process throughout an
organization.
* Drive communication and rollout plan: Collaborate closely with stakeholders to communicate the program strategy and ensure
tight rollout globally to all sites as well as ensure effective governance for all goodwill initiatives.
* Drive Implementation and process optimization for the Goodwill program: Experience driving a global goodwill program inclusive
of setting all operational milestones and success criteria in order to meet the organization's customer experience expectations
and financial budget targets.
Your Expertise:
* 10+ years experience managing large scale operations and strategy in roles with increasing responsibility.
* Experience with process design and optimization, strategic operations and customer support strategies.
* Experience working in global/matrixed environment with the ability to solve problems and influence cross-functional teams.
* Executive presentation skills with the ability to develop a strategy, communicate it clearly and get buy-in and support to
execute.
* Excellent stakeholder management skills - including proven experience working with senior leaders on global programs.
* Outstanding written and verbal communication and presentation skills; ability to articulate a vision, strategy, ideas and
decisions clearly and succinctly.
* Proven experience in a role requiring high-attention to detail and organization skills with a proven track record of
leading/driving results at scale.
* Ability to thrive in ambiguity in a fast-paced, hyper-growth organization.
* Strong analytical and problem-solving skills with a proven track record for using data to develop and implement strategic
initiatives and drive key business decisions.
* Proficiency in leveraging AI tools and technologies to drive operational efficiency, enhance decision-making and scale program
outcomes.
* Experience using SQL, Python and/or Tableau is preferred.
* Operations, Management Consulting or Financial/analytics background preferred.
Your Location:
This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as
agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered
entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if
the state you live in is on the exclusion list If your position is employed by another Airbnb entity, your recruiter will inform
you what states you are eligible to work from.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement,
and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals
are encouraged to apply.
We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and
require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com.
Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting
process.
We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online
application.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training,
transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be
modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Pay Range
$168,000—$210,000 USD
