Area Manager / Senior Area Manager (Manila based)

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 Senior Manager for Demand Planning on our Community Support (CS) team. This leader is responsible for leading demand forecasting and long-term planning strategy 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, business partnership, and people leadership 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. * 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. 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 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. People Leadership * 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. Your Expertise: * 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. 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 $204,000—$255,000 USD

ABOUT US The Financial Times is one of the world’s leading business news organisations, recognised internationally for its authority, integrity and accuracy. The FT has a record paying readership of one million, three-quarters of which are digital subscriptions. It is part of Nikkei Inc., which provides a broad range of information, news and services for the global business community. We have offices in more than 35 cities, including London, New York, Hong Kong, Beijing, Manila, Sofia, San Francisco and Tokyo. Join us and find an inclusive and fast-paced environment with unique opportunities to support every step of your career.  The FT is looking for a Principal Engineer (Individual Contributor) to lead our Edge Delivery & Observability work.    ABOUT THE TEAMS There are two teams in this area. The Edge Delivery & Observability (EDO) team looks after the cloud edge capabilities like CDNs, DNS etc, along with the monitoring and observability infrastructure at the FT.  Examples of the kind of work this team tackles are: * Managing and improving our central solution for observability tools like Graphite, Grafana, Splunk, Prometheus and Cloudflare. * Providing self service APIs and tools that enable other delivery teams to utilise the monitoring solutions. * Providing support to other delivery teams at the FT and helping them utilise core SaaS infrastructure products effectively. * Ensuring our solutions have high engineering standards (robust, fit for purpose, include synthetic testing and/or application monitoring) and meet our quality standards. The API Gateway team is a contract team, based in Bulgaria, who work on our API Gateway stack. This is built on top of Tyk, an open source API Gateway. Both teams are part of the Infrastructure & Operations Group at the Financial Times. We have a devops culture of empowered teams who take full responsibility for their systems. Infrastructure & Operations purpose: “We keep the business running.  Our job is to support and deliver fast, reliable, and cost-effective technology - so our FT colleagues can do their best work. We are responsive, we support change, and always aim for high performance.  When we’re at our best, the whole business runs better.”   ABOUT THE ROLE Principal Engineers provide technical direction and support to teams across the group. Each principal engineer looks after one or two feature teams, leading them to deliver quality tooling and products that reduce developer toil for all engineering teams at the FT. In addition to steering their immediate teams, Principal Engineers play a key role in the management of the department, * Work closely with the people manager within the teams * Engage with other disciplines (e.g.delivery, product management) and teams across FT to make sure we are all working together effectively * Model and help set and reinforce our inclusive, respectful, multidisciplinary and open culture * Help continuously improve our technology, process and culture, take ownership of problems and see solutions through to completion * Manage and maintain strong relationships with vendors * Gain a deep understanding of the FT as a business and use that knowledge to communicate clearly with your peers, reports, and senior management * Actively collaborate across teams both within and outside of I&O * Contribute to company-wide processes, frameworks, and guidelines   ABOUT YOU * You love collaborating with others to solve technical problems. * You have experience technically leading teams and projects. * You are an effective communicator, able to break down tasks as well as giving/receiving constructive feedback. * You are customer focused, with a strong focus on building and running reliable, stable and secure systems. * You are enthusiastic about operability & monitoring of systems and Cloud infrastructure.    THE TECH WE WORK WITH We don’t expect you to have worked with all of these, but if you have experience of these or equivalent tools, that will be a benefit * Cloud platform: AWS * Observability and monitoring tools: Splunk, Grafana, Prometheus * CDN: Cloudflare * DNS: Route53 * Python and Go   BENEFITS We have many great benefits. Some standout ones are: * A competitive bonus incentive scheme. * Extensive learning and development opportunities including 10% time, tech talks, internal conferences and opportunities to attend external conferences and training. * 25 days annual leave, increasing to 30 days after 2 years’ service. * Generous parental leave * Very competitive pension plan, with the company doubling your contribution. We currently operate a hybrid model which requires staff to work onsite 50% of the time, subject to role requirements & regular review. While flexible working requests will be considered, not all patterns are suitable for all roles. We believe this balanced approach supports flexibility and protects our culture, making collaboration and communication easier, building stronger relationships and team cohesion, and supporting peer learning.  We reserve discretion on reasonable notice to change this approach either generally or for specific individuals or teams.  OUR COMMITMENT TO DIVERSITY AND INCLUSION IN THE WORKPLACE At the FT, we believe that a supportive workplace is one where employees feel they can be themselves at work and have the flexibility they need to meet their personal needs. We committed to equality of opportunity. We are determined to create a diverse group at all levels of our Company and we welcome all members of the community we serve to apply for openings with us.   #LI-MG1