About the job
Airbnb is looking for a Senior Manager, Global Capacity and Operational Planning to join the Community Support team in the United States. This role centers on demand planning and resource management for a global, multi-channel customer support operation.
Community Support at Airbnb manages millions of customer interactions each year, assisting guests and hosts with topics like cancellations, payments, reservations, and safety. The team operates worldwide, with offices in several major cities and a broad partner network.
Role overview
This position leads demand forecasting and long-term planning for Global Operations. The main focus is to ensure the right staffing and resources are available to meet service goals while balancing cost and productivity. The role combines planning, analytics, business partnership, and people leadership to guide workforce decisions in a complex environment.
What you will do
- Oversee demand forecasting across all Global Operations teams and channels, including phone, messaging, email, and back-office functions.
- Design, develop, and maintain statistical forecasting models using time series and machine learning methods such as exponential smoothing, ARIMA, and regression models.
- Analyze trends, seasonality, and variance, identifying structural breaks, outliers, and unusual demand patterns.
- Assess forecast uncertainty with confidence intervals, error distributions, and bias analysis.
- Lead scenario modeling for peak periods, product launches, growth initiatives, and unexpected demand events.
- Continuously review model performance using statistical accuracy metrics such as MAPE, RMSE, MAE, and bias.
