Manager, Quality, AirCover

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.