Description
We are seeking a Senior Manager, Quality, Specialty to lead our quality program across several high-stakes, high-complexity Community Support functions, including Safety, Premium Support, and CS Labs.
The successful candidate will have a clear understanding of what world-class quality looks like in high-complexity, high-stakes support environments. They will own and execute the Specialty quality strategy, aligned to several critical priorities, including breaking silos, aligning with stakeholders, defining a clear operating model, and driving measurable impact.
Key responsibilities include:
- Strategic Leadership & Program Ownership: Develop and execute the Specialty quality strategy, establish quality operating models, and represent Specialty quality in various reviews and forums.
- Measurement & Quality Execution: Oversee QA evaluation execution, lead root cause analysis, and formalize Audit the Auditor as an ongoing control.
- Insights, Reporting & Stakeholder Partnership: Establish automated KPI reporting, implement an NPS/predictive NPS detractor analysis framework, and build a Partner QA Performance Scorecard.
- AI, AutoQA & Technology Enablement: Drive AutoQA adoption, govern the Responsible AI quality framework, and champion AI and analytics tools for Specialty insight generation and reporting.
- People & Culture Leadership: Lead a globally distributed team, foster a One-Quality-Team culture, and set high expectations for output quality, insight delivery, and stakeholder engagement.
Requirements:
- 12+ years in Customer/Community Support, Quality, Operations, or Trust & Safety, with direct experience leading quality programs in sensitive, high-stakes, or regulated support environments.
- Bachelor's Degree, preferably in a related field; MBA or Masters preferred.
- Demonstrated experience building or transforming quality programs for complex, non-routine support functions.
- Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean).
- Experience with QA tooling platforms, including hands-on ownership of form design, calibration management, and AutoQA deployment.
- Experience managing globally distributed quality teams across multiple functions, languages, and partner organizations in a 24/7 environment.
- Experience deploying or scaling AI/ML assisted QA tools (AutoQA, predictive NPS/CSAT).
- Strong executive presence: able to influence senior stakeholders, present a unified quality narrative in leadership forums, and drive alignment across stakeholders.
Preferred qualifications:
- COPC certification; Six Sigma Green or Black Belt.
- Experience with Observe.AI.
- Background in program management, change management, or organizational design within a high-growth tech environment.
- Experience working in or closely with BPO/vendor governance models at scale (1,000+ partner FTEs across multiple sites and geographies).
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.