Manager, Quality, AirCover

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take ownership and implement the quality strategy for AirCover, ensuring alignment with evolving business requirements.

• Act as the sole accountable Quality leader for AirCover.

• Create and enhance operating models and frameworks that align with COPC standards.

• Represent quality metrics in Weekly Business Reviews (WBRs), Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and executive evaluations.

• Supervise the execution of QA evaluations across AirCover, both internally and at global BPO partner locations.

• Lead root cause investigations on systemic failures, translating insights into recommendations for product, process, and policy improvements.

• Define processes for sample selection, alignment thresholds, root cause analysis, and evaluator-level corrective actions.

• Ensure that evaluations conclude with documented coaching actions and monitor performance enhancements.

• Develop and maintain an executive escalation quality framework for high-severity cases in AirCover.

• Implement NPS/predictive NPS detractor analysis.

• Create a Partner QA Performance Scorecard that evaluates calibration accuracy, evaluation completeness, critical error detection, and coaching effectiveness.

• Establish automated KPI reporting systems to replace manual processes.

• Advocate for AutoQA adoption and promote the use of AI and analytics tools for generating insights and reporting.

• Stabilize and lead the globally distributed AirCover quality team.

• Cultivate a One-Quality-Team culture through the sharing of best practices, cross-regional learning, and knowledge exchange.

• Set clear expectations and hold the team accountable for the quality of outputs, insight delivery, and stakeholder engagement.

• Collaborate with peers and AirCover operational leadership to ensure consistent quality alignment and address emerging challenges.

⛳️ Requirements

• Over 10 years of experience in Customer Support, Quality Assurance, or Operations.

• Proven track record of leading quality programs in back-office settings, insurance claims, or financial services.

• More than 5 years of experience managing quality teams, including direct oversight of Quality Analysts or Quality Leads within a global, partner-based support structure.

• Bachelor's Degree required, preferably in a related field.

• Extensive knowledge of quality methodologies such as COPC, AQS, Six Sigma, and Lean.

• Familiarity with QA tooling platforms, including hands-on experience in form design, calibration management, and AutoQA implementation.

• Established ability to build trusting relationships with operational stakeholders.

• Comfortable navigating ambiguous environments.

• Strong analytical capabilities to derive insights from QA data, construct defensible narratives, and differentiate agent-level issues from systemic failures.

• Must reside in a province where Airbnb Canada, Inc. is registered; currently Ontario, British Columbia, Quebec, Alberta, or Saskatchewan.

• MBA or Master's degree preferred.

• Preferred qualifications include COPC certification; Six Sigma Green or Black Belt; experience with Observe.AI; program management, change management, or organizational design experience; extensive BPO/vendor governance experience; and insurance claims quality or AirCover-equivalent experience.

🏝️ Benefits

• Eligibility for bonuses.

• Equity eligibility.

• Comprehensive benefits.

• Employee Travel Credits.

• Remote work eligibility.

• Occasional work at an Airbnb office or attendance at offsite events, as agreed with the manager.

• Disability-inclusive application and interview accommodations.