# Manager, Quality, AirCover

**Company**: Airbnb
**Location**: Canada
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $128,000-$160,000 CAD
**Category**: Operations
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q63327

**Apply**: https://job-boards.greenhouse.io/airbnb/jobs/8114339?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_c1902821-1e5

## Description

We are seeking a Senior Quality Lead to own the quality program for AirCover, Airbnb's host protection and property damage insurance product.

**The Difference You Will Make** As a quality leader, you will operate in high-stakes environments where decision accuracy and defensibility are crucial. You will lead the quality strategy for AirCover, ensuring rigorous evaluation of claims and providing insights to drive business decisions.

**A Typical Day** Your responsibilities will include:

- Strategic Leadership & Program Ownership: Develop and execute the quality strategy for AirCover, aligned with business needs.

- Measurement & Quality Execution: Oversee QA evaluation execution globally, lead root cause analysis, and define processes for sample selection and evaluator remediation.

- Insights, Reporting & Stakeholder Partnership: Build and maintain executive escalation quality frameworks, implement NPS analysis frameworks, and establish Partner QA Performance Scorecards.

- AI, AutoQA & Technology Enablement: Establish automated KPI reporting, drive AutoQA adoption, and champion AI and analytics tools.

- People & Culture Leadership: Stabilize and grow the AirCover quality team, fostering a One-Quality-Team culture.

**Your Expertise** We are looking for someone with:

- 10+ years in Customer Support, Quality Assurance, or Operations, with experience leading quality programs in back-office, insurance claims, or financial services.

- 5+ years managing quality teams, including direct management of Quality Analysts or Quality Leads in a global, partner-based support organization.

- Bachelor's Degree, preferably in a related field; MBA or Masters preferred.

- 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.

- Proven ability to build trusted relationships with operational 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.

- Direct experience with insurance claims quality, or AirCover-equivalent protection product environments.

**Location and Compensation** This position is remote-eligible in Canada, with a salary range of $128,000-$160,000 CAD per year.

## Skills

### Required
- COPC
- AQS
- Six Sigma
- Lean
- QA tooling platforms
- AutoQA deployment
- quality methodologies
- operational stakeholder management

### Nice to have
- COPC certification
- Six Sigma Green or Black Belt
- Observe.AI
- program management
- change management
- organizational design
- BPO/vendor governance models
- insurance claims quality

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/airbnb/jobs/8114339?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)