# Community Support Forecasting and Demand Planning Analyst
**Company:** [Airbnb](https://hotfix.jobs/companies/airbnb)
**Location:** Remote
**Salary:** $168K-$210K
**Experience:** 10+ years
**Skills:** SQL, Python, Arima, Tableau, Excel, Time Series Analysis, Exponential Smoothing, Erlang, Queueing Theory, Anaplan
**Posted:** 2026-04-24
> Forecasts demand and plans capacity for global community support operations using advanced statistical models and analytics. Partners with stakeholders to optimize resources, service levels, and costs in a multi-channel contact center environment. Requires 10+ years in forecasting/workforce analytics and strong Python/SQL skills.
## Job Description
## Responsibilities

### 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.

## Requirements
- **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.

## Compensation
**Pay Range**: $168,000—$210,000 USD (base pay). May also be eligible for bonus, equity, benefits, and Employee Travel Credits.
**Apply:** https://hotfix.jobs/jobs/community-support-forecasting-and-demand-planning-analyst-at-airbnb-040b139f-38c2-4d55-b618-7f1e91c849ec
**Canonical:** https://hotfix.jobs/jobs/community-support-forecasting-and-demand-planning-analyst-at-airbnb-040b139f-38c2-4d55-b618-7f1e91c849ec