[Hiring] Quality Assurance & Standards Manager @Airbnb

Role Description

As the Senior Program Manager, Quality Assurance & Standards, you'll build FSD's quality program, not an audit function that scores specialists against a checklist, but a measurement system that tells the organization how accurate its decisions are, where quality breaks down, and what to change. You'll design and stand up that framework while running the quality reviews the organization depends on today, reporting to the Senior Manager, Scaled Services.

You'll own three outcomes for the org:

• A quality framework we can defend:
• One documented model that measures both workflow adherence and decision quality, with published standards, thresholds, and severity definitions across every risk domain.
• Objective, centralized governance:
• Serve as the impartial quality authority across FSD, setting consistent standards that hold up across domains, sites, and geographies.
• Measurable improvement in decision accuracy:
• Fewer incorrect enforcement outcomes, diagnosed at root cause and fixed at the source, without adding cost or handling time to the operation.

Qualifications

• 8+ years of experience in quality assurance, operations, risk, audit, or program management within a high-volume, high-stakes decisioning environment.
• Proven experience driving quality delivery through partner or vendor teams you don't directly manage.
• Proven experience building a quality program from scratch, not just running one.
• Demonstrated experience measuring quality in subjective, judgment-based work.
• Strong grasp of measurement rigor: understanding of sampling design, statistical significance, and inter-rater reliability.
• Strong data literacy: ability to pull and interrogate data and build diagnostic reporting.
• Exceptional writing skills: ability to create clear guidelines for reviewers.
• Strong cross-functional influence skills: ability to communicate effectively with teams.
• Experience evaluating model or AI-assisted decision quality is a strong plus.
• Experience in Trust, Fraud, or Safety is a plus, but not required.

Requirements

• Set the direction for quality.
• Own the quality program end to end, including quality delivery through partner sites.
• Set the strategy and operating rhythm for how the quality program delivers against FSD's roadmap and goals.
• Represent quality in FSD leadership forums.
• Build the quality framework and standards.
• Run a calibration program across internal teams and partner sites.
• Run the quality operation.
• Deliver quality reviews across FSD, internal and partner-delivered.
• Produce diagnostic quality reporting that leadership and cross-functional partners can act on.
• Extend quality measurement to decisions made by models and AI agents.

Benefits

• Base pay range: ₹3,850,000 — ₹5,500,000 INR.
• Eligibility for bonus or incentives, equity programs, benefits, and Employee Travel Credits.

Company Description

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.

Fraud & Safety Delivery (FSD) is at the heart of keeping Airbnb safe for the millions of hosts and guests who trust our platform every day.