Minimum qualifications:

• Master's degree in a quantitative discipline such as Statistics, Engineering, Sciences, or equivalent practical experience.
• 4 years of experience in data science with a specific focus on time series analysis and forecasting.
• Experience with Python or R programming with relevant forecasting libraries.
• Experience in causal inference, A/B testing, statistical modeling, or machine learning.
• Experience with a range of forecasting methods, from classical statistical models to machine learning approaches.

Preferred qualifications:

• PhD degree in a relevant quantitative field.
• 6 years of experience deploying and maintaining forecasting models in a live production environment.
• Experience with recent advancements in forecasting, such as foundation models (TimesFM) or deep learning approaches.
• Experience in a demand planning, contact center, or operational workforce management role.
• Familiarity with cloud platforms (preferably Google Cloud Platform) and their AI/ML services (e.g., BigQuery, Vertex AI).
• Ability to apply judgmental forecasting and incorporate qualitative business adjustments into model outputs, especially for new or unprecedented events.

About the job In this role, you will develop and maintain forecasting models that predict customer support case volume. Your work will directly inform staffing, budgeting, and planning decisions, enabling the delivery of exceptional customer support at scale.

Responsibilities

• Develop, deploy, and maintain time series forecasting models to predict customer support case volumes across various products, regions, and channels.
• Build and automate scalable data pipelines to ensure timely and reliable data for model training and inference.
• Monitor and evaluate model performance continuously, tracking key accuracy metrics, identifying model drift, and ensuring forecast reliability, and researching and implementing state-of-the-art forecasting techniques to continuously improve model accuracy and capabilities.
• Partner with Operations, Finance, and leadership stakeholders to understand their planning needs, deliver forecasts, and explain variance drivers.
• Communicate forecast results and uncertainty to both technical and non-technical audiences to guide decision-making.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .