Description
We are looking for a Quality Assurance & Standards Manager to join our Trust and Safety team at Airbnb. As a Senior Program Manager, you will build and maintain our quality program, which measures the accuracy of our decisions and identifies areas for improvement.
You will be responsible for designing and implementing a quality framework that assesses both workflow adherence and decision quality. This will involve establishing standards, thresholds, and severity definitions across various risk domains, as well as developing a sampling methodology and error taxonomy.
Your goal will be to ensure that our quality program is objective, centralized, and governed consistently across different domains, sites, and geographies. You will also be expected to analyze data, identify trends, and provide actionable insights to stakeholders.
Key responsibilities include:
- Building and maintaining a quality framework that measures workflow adherence and decision quality
- Establishing standards, thresholds, and severity definitions across risk domains
- Developing a sampling methodology and error taxonomy
- Analyzing data and providing actionable insights to stakeholders
- Collaborating with cross-functional teams to implement quality improvements
- Extending quality measurement to decisions made by models and AI agents
Requirements:
- 8+ years of experience in quality assurance, operations, risk, audit, or program management
- Proven experience driving quality delivery through partner or vendor teams
- Experience building a quality program from scratch
- Strong understanding of measurement rigor, sampling design, and statistical significance
- Excellent writing and communication skills
- Ability to influence cross-functional teams and build credibility with stakeholders
Nice to have:
- Experience evaluating model or AI-assisted decision quality
- Background in Trust, Fraud, or Safety
What we offer:
- Competitive salary ($156,000 - $195,000 USD)
- Bonus and equity opportunities
- Comprehensive benefits package
- Employee Travel Credits
If you're passionate about quality assurance and want to make a meaningful impact, apply now!