[Hiring] Senior Manager, Quality, Volume Tiers @Airbnb

Role Description

The Senior Quality Lead, Volume Tiers is the single accountable leader for quality measurement, insights, and continuous improvement across Airbnb's highest-volume Community Support functions. This role owns the end-to-end quality program for:

• Global English (GE)
• Rest of World (ROW; which is comprised of 9 different languages)
• Elevated Support

GE and ROW span across multiple service tiers:

• Resolutions 1, 2, and 3
• Dedicated Service Support (DSS)
• Dedicated Managed Host Support (DMHS)

This is a senior leadership role operating at the intersection of strategy and execution. The Senior Quality Lead will:

• Break down silos within the Quality organization
• Establish a unified operating model
• Leverage AI-powered tools to scale quality insights

The successful candidate will establish themselves as a credible partner to stakeholders and be recognized internally as the voice of quality for the Volume Tier portfolio.

A Typical Day

• Strategic Leadership & Program Ownership:
  • Own and execute the Volume Tier quality strategy aligned to several critical priorities
  • Consolidate fragmented QA frameworks across GE and ROW into a unified operating model
  • Represent Volume Tier quality in WBRs, MBRs, QBRs, and cross-functional planning forums
• Measurement & Quality Execution:
  • Oversee QA evaluation execution across all Volume Tier partner sites globally
  • Lead root cause analysis on systemic failures
  • Formalize Audit the Auditor as an ongoing control
  • Ensure every evaluation closes with a documented coaching action
• Insights, Reporting & Stakeholder Partnership:
  • Establish automated KPI reporting across all Volume Tier sites, tiers, and languages
  • Unify NPS detractor analysis across GE and ROW
  • Build a Partner QA Performance Scorecard
• AI & Technology Enablement:
  • Lead the deployment of AutoQA (via Observe.AI) across Volume Tiers
  • Build and govern a clear accountability framework for AI-assisted quality tools and processes
• People & Culture Leadership:
  • Lead a globally distributed team of Partner Quality Leads and Quality Insights Analysts
  • Foster a One-Quality-Team culture
  • Set high expectations and hold the team accountable for output quality

Qualifications

• 12+ years of experience in Customer/Community Support, Quality Assurance, or Contact Center Operations
• 5+ years managing globally distributed QA teams across multiple languages, regions, and partner organizations
• Bachelor's Degree or equivalent experience; MBA or Masters preferred
• Experience with QA tooling platforms
• Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean)
• Demonstrated track record of leading quality transformation
• Experience deploying or scaling AI/ML assisted QA tools
• Strong executive presence
• Experience managing vendor partner governance

Preferred

• COPC certification; Six Sigma Green or Black Belt
• Experience with Observe.AI
• Background in program management, change management, or organizational design
• Experience working in or closely with BPO/vendor governance models at scale

Your Location

This position is Canada - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites. You must live in a province where Airbnb Canada, Inc. has a registered entity.

Our Commitment To Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement.

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

Canada Annual Pay Range: $160,000 — $200,000 CAD

Reasonable Accommodations

We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities.

A Note on Recruiting Scams

Scammers sometimes pose as Airbnb recruiters. Our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com.