Senior Manager, Quality, Specialty

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

📋 Description

• Take ownership and implement the quality strategy for Specialty across Safety, Premium Support, and CS Labs.

• Develop quality operating models that incorporate shared governance, calibration standards, and accountability frameworks.

• Represent Specialty quality in WBRs, MBRs, QBRs, and executive reviews while identifying emerging risks.

• Supervise the execution of QA evaluations across Specialty functions and global partner locations.

• Conduct root cause analyses and convert QA findings into actionable recommendations for products, processes, and policies.

• Institutionalize Audit the Auditor as a continuous control measure.

• Ensure that evaluations lead to documented coaching actions and monitor performance improvement.

• Create automated KPI reporting across Specialty functions.

• Execute NPS and predictive NPS detractor analysis.

• Develop a Partner QA Performance Scorecard.

• Promote AutoQA adoption throughout Specialty tiers, particularly in Safety.

• Oversee the Responsible AI quality framework and manage the escalation of AI model errors through CS Labs.

• Advocate for AI and analytics tools to generate insights and reporting.

• Lead a globally distributed team consisting of Partner Quality Leads and Quality Insights Analysts.

• Cultivate a One-Quality-Team culture through shared practices and cross-regional learning.

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

• Collaborate with peers to ensure a consistent quality narrative across the portfolio.

⛳️ Requirements

• 12+ years of experience in Customer/Community Support, Quality, Operations, or Trust & Safety.

• Proven experience in leading quality programs within sensitive, high-stakes, or regulated support settings.

• A Bachelor's Degree in a related field is required.

• Demonstrated ability to build or transform quality programs for complex, non-routine support functions.

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

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

• Experience in managing globally distributed quality teams across various functions, languages, and partner organizations in a 24/7 setting.

• Proven track record in deploying or scaling AI/ML-assisted QA tools, such as AutoQA and predictive NPS/CSAT.

• Strong executive presence with the ability to influence senior stakeholders, present a cohesive quality narrative, and ensure alignment.

• Experience in managing vendor partner governance, including oversight of calibration, performance improvement plans, and escalation processes.

• Must reside in a state where Airbnb, Inc. has a registered entity.

• An MBA or Master's degree is preferred.

• Preferred qualifications include COPC certification; Six Sigma Green or Black Belt; experience with Observe.AI; program management, change management, or organizational design experience in a high-growth tech environment; and experience with BPO/vendor governance models at scale.

🏝️ Benefits

• Eligibility for bonuses.

• Eligibility for equity participation.

• Access to health and other benefits.

• Employee Travel Credits.

• Opportunities for occasional work at an Airbnb office or participation in offsite events, as coordinated with the manager.

• Disability-inclusive application and interview accommodations.