Senior Manager, Global Capacity and Operational Planning – Community Support

🕒 Abril 24

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $204.000 - $255.000 / ano

⏰ Tempo Integral

🟠 Sênior

👔 Gerente

🦅 Patrocina Visto H1B

Esta empresa já patrocinou vistos H1B no passado.

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Airbnb

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 2007

👥 B2C

🛍️ Comércio Eletrônico

💰 Post-IPO Equity em 2020-12

B2C • eCommerce • Hospitality

O Airbnb é um marketplace online global que conecta pessoas em busca de hospedagem a anfitriões que oferecem opções de estadia únicas e diversas, muitas vezes em propriedades residenciais. Os usuários podem reservar espaços que vão de apartamentos de um quarto a casas inteiras e hotéis boutique. O Airbnb também oferece Experiências, permitindo que hóspedes reservem atividades oferecidas por moradores locais, proporcionando uma experiência de viagem autêntica.

Descrição

• 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. • 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. • 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. • 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.