Airbnb25.04.2026
Senior Manager Global Capacity and Operational Planning (Community Support)
Зарплата не указана
United States
Обязанности
- 01Lead demand forecasting and long-term planning strategy across multi-channel contact center operations
- 02Design, develop, and maintain statistically robust demand forecasting models using time series and machine learning techniques
- 03Perform trend, seasonality, and variance decomposition; detect structural breaks, outliers, and demand anomalies
- 04Quantify forecast uncertainty through confidence intervals, error distributions, and bias analysis
- 05Lead scenario modeling for peak demand periods, product launches, growth initiatives, and unplanned demand events
- 06Continuously assess model performance using statistical accuracy metrics
- 07Establish model governance standards, including documentation, validation, back-testing, and post-mortem analysis
- 08Research, prototype, and implement new forecasting and optimization techniques as business needs evolve
- 09Perform scenario planning and sensitivity analysis to quantify trade-offs between service levels, cost, and utilization
- 10Design and build scalable planning data pipelines, dashboards, and automate forecasting and capacity models
- 11Use SQL and Python to extract, transform, and analyze large-scale operational datasets
- 12Present forecast assumptions, methodologies, risks, trade-offs, and recommendations in clear, executive-ready formats
- 13Align cross-functional stakeholders to embed planning outputs into execution and operational decision-making
- 14Identify and implement process improvements, automation, and best practices in the demand and capacity planning area
- 15Lead, mentor, and develop planning analysts in quantitative methods, statistical rigor, and coding best practices
- 16Review and approve forecasting and capacity models for accuracy, scalability, and business relevance
- 17Set clear goals, high performance expectations, and career development paths for the team
Требования
- 0112+ years of experience in demand forecasting, capacity planning, workforce analytics, or applied analytics
- 025+ years of people management experience
- 03Bachelor’s degree in Mathematics, Statistics, Operations Research, Engineering, Economics, Data Science, or a related quantitative field
- 04Strong foundation in probability, statistics, and optimization
- 05Hands-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)
- 06Strong understanding of contact center metrics (AHT, ASA, service level, shrinkage, occupancy)
- 07Experience supporting large-scale, multi-site, or global contact center environments preferred
- 08Strong business acumen with the ability to balance cost efficiency and customer experience outcomes
- 09Excellent communication, executive presentation, and stakeholder influence skills
- 10Ability to explain complex analytical concepts to non-technical audiences
- 11Comfortable operating in fast-paced, ambiguous, and highly dynamic environments
Условия
- 01US - Remote Eligible
- 02The role may include occasional work at an Airbnb office or attendance at offsites
- 03Must live in a state where Airbnb, Inc. has a registered entity