Senior Manager Global Capacity and Operational Planning (Community Support)

Community Support Forecasting and Demand Planning Analyst

Airbnb

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

Strategic Business Operations Manager - Community Support

Airbnb

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

Senior Solutions Architect - Federal Civilian

Elastic

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI. WHAT IS THE ROLE Are you looking to make a real impact and play a meaningful role in the growth of our company? As a Solutions Architect at Elastic you will serve as a technical authority and trusted advisor to our sales team, customers, partners and community. You will understand and tackle our customer’s business issues with the Elastic Stack, engage the regional Elastic community through events and programs, and enable sales through our Partners. A successful SA at Elastic will be passionate about perfection; taking the initiative to improve both themselves and the team through continuous learning and questioning the status quo. WHAT YOU WILL BE DOING * Serving as the technical point of contact for your accounts and account managers in your assigned territory. * Developing a deep understanding of customers’ goals and objectives, and articulating how our offerings address their needs. * Crafting and owning value based relationships at all levels in customer organizations. * Actively participating in all phases of planning and execution for your territory, from initial discovery to the technical win. * Developing and maintaining a deep understanding of the Elastic products and solutions to demonstrate the value of our offerings in sales meetings, and at events such as meetups and conferences. * Advising the sales team on effective ways of positioning Elastic products, solutions and services. * Onboarding, educating and enabling our partners, and supporting them in sales cycles. * Crafting collateral, contributing to programs and collaborating with other Elasticians to meet individual client needs. * Being the voice of the customer and community to communicate needs, gaps, and improvements to our engineering and leadership teams. * Deepening both your sales and technical skills through self driven education while taking advantage of all the professional development opportunities provided by Elastic. WHAT YOU BRING * A track record of success in a technical presales role-- enough experience selling and implementing technology to earn your customer’s trust. * A proven track record to articulate and sell the benefits of modern platforms, software and technologies. * A real passion for being curious and a continuous learner. You are someone that invests in yourself as much as you invest in your professional relationships. * A history of successful customer relations where you developed an understanding of what made a difference, and devised architectures that helped meet a goal, tackle a problem, or outpace competitors. * An ability to influence. Have you more than once convinced a team you worked for, of an idea, technology, or architectural pattern? * The ability to inspire groups, both large and small. * A willingness to travel 30% within region, as well as occasionally internationally. WHY ELASTIC? “Once I started, I was blown away to realize, what was always so obvious, everything is search. Anything you do with data involves search, every app needs search, even analytics are about search. Daily I am blown away with the types of things our users and customers are doing with search.” Director of Product, Elastic. WHY THIS TEAM? “We question the status quo, debate the best ways to accomplish our goals and hold ourselves and our teams to the highest standards of performance. We take pride in our ability to understand our customers needs and make recommendations that are based on extensive global experience across multiple use cases. We learn from our mistakes and losses and celebrate our successes with an eye towards constant improvement. Join this team if you are up for a compassionate, understanding and fair environment where you can really grow into the next phase of your career.” VP WW Solution Architecture, Elastic Compensation for this role is in the form of base salary plus a variable component, that together comprise the On-Target Earnings (OTE).  On-Target Earnings (OTE) are based on a 70/30 pay mix (base salary / target variable).   The typical starting OTE range for new hires in this role is listed below.  This range represents the lowest to highest OTE we reasonably and in good faith believe we would pay for this role at the time of this posting.  We may ultimately pay more or less than the posted range, and the range may be modified in the future.   An employee's position within the OTE range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, performance, and business or organizational needs. Elastic believes that employees should have the opportunity to share in the value that we create together for our shareholders. Therefore, in addition to cash compensation, this role is currently eligible to participate in Elastic's stock program.  Our total rewards package also includes a company-matched 401k with dollar-for-dollar matching up to 6% of eligible earnings, along with a range of other benefits offered with a holistic emphasis on employee well-being. The typical starting salary range for this role is: $129,000—$204,000 USD The typical starting Target Variable range for this role is: $55,200—$87,400 USD The typical starting On-Target Earnings (OTE) range for this role is: $184,200—$291,400 USD ADDITIONAL INFORMATION - WE TAKE CARE OF OUR PEOPLE As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do. We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do. * Competitive pay based on the work you do here and not your previous salary * Health coverage for you and your family in many locations * Ability to craft your calendar with flexible locations and schedules for many roles * Generous number of vacation days each year * Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service * Up to 40 hours each year to use toward volunteer projects you love * Embracing parenthood with minimum of 16 weeks of parental leave Different people approach problems differently. We need that. Elastic is an equal opportunity employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation. We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co. We will reply to your request within 24 business hours of submission. Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster) Elasticsearch develops and distributes technology and information that is subject to U.S. and other countries’ export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Syria, or Russia, including the Ukrainian territories annexed by Russia (The Crimea region of Ukraine, The Donetsk People's Republic (DNR), The Luhansk People's Republic (LNR), Kherson or Zaporizhzhia). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic. Please see here for our Privacy Statement.