Senior Quality Manager

Who you are

• 12+ years of experience in Customer/Community Support, Quality Assurance, or Contact Center Operations, with direct accountability for large-scale, multilingual QA programs
• 5+ years managing globally distributed QA teams across multiple languages, regions, and partner organizations in a 24/7 support environment
• Bachelor's Degree or equivalent experience, preferably in related field; MBA or Masters preferred
• Experience with QA tooling platforms, including hands-on ownership of form design, calibration management, and AutoQA deployment
• Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean), with a proven ability to apply them to high-volume, complex support environments
• Demonstrated track record of leading quality transformation, consolidating fragmented programs, driving measurable improvement in NPS/CSAT, and QA calibrations
• Experience deploying or scaling AI/ML assisted QA tools (AutoQA, predictive NPS/CSAT)
• Strong executive presence: able to influence senior stakeholders, present a unified quality narrative in leadership forums, and drive alignment across stakeholders
• Experience managing vendor partner governance: calibration oversight, performance improvement plans, and escalation frameworks
• 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 (1,000+ partner FTEs across multiple sites and geographies)

What the job involves

• The Senior Quality Lead, Volume Tiers is the single accountable leader for quality measurement, insights, and continuous improvement across Airbnb's highest-volume Community Support functions. This role owns the end-to-end quality program for:
• Global English (GE)
• Rest of World (ROW; which is comprised of 9 different languages)
• Elevated Support
• GE and ROW span across multiple service tiers: Resolutions 1, 2, and 3, Dedicated Service Support (DSS), Dedicated Managed Host Support (DMHS); supported across a global partner network operating 24/7 in dozens of languages
• This is a senior leadership role operating at the intersection of strategy and execution. The Senior Quality Lead will break down silos within the Quality organization, establish a unified operating model, and leverage AI-powered tools to scale quality insights
• This leader will work closely with Service Delivery, Training, Business Process Improvement, and other stakeholders to ensure alignment on priorities, remediate issues, and ensure Airbnb is providing its global partner network a unified set of priorities
• The successful candidate will establish themselves as a credible partner to stakeholders and be recognized internally as the voice of quality for the Volume Tier portfolio
• Own and execute the Volume Tier quality strategy aligned to several critical priorities: breaking silos, aligning with stakeholders, defining a clear operating model, and driving measurable impact
• Consolidate fragmented QA frameworks across GE and ROW into a unified operating model, eliminating inconsistent processes, divergent NPS detractor approaches, and incompatible quality signals
• Represent Volume Tier quality in WBRs, MBRs, QBRs, and cross-functional planning forums; bring a proactive, narrative-led perspective that gives leadership visibility before problems surface in operational reviews
• Oversee QA evaluation execution across all Volume Tier partner sites globally, ensuring consistent application of QA processes and frameworks
• Lead root cause analysis on systemic failures, translating QA findings into product, process, and policy recommendations that go beyond agent-level coaching
• Formalize Audit the Auditor as an ongoing control: define sample selection, alignment thresholds, root cause review, and evaluator-level remediation processes
• Ensure every evaluation closes with a documented coaching action; build the tracking mechanisms to measure whether coaching is translating into performance improvement over time
• Establish automated KPI reporting across all Volume Tier sites, tiers, and languages, eliminating manual processes
• Unify NPS detractor analysis across GE and ROW, ensuring global patterns surface in real time
• Build a Partner QA Performance Scorecard, establishing clear accountability for Calibration Accuracy, Evaluation Completeness, Critical Error Detection, Coaching Effectiveness
• Lead the deployment of AutoQA (via Observe.AI) across Volume Tiers; partner with the Platform team to ensure appropriate sequencing
• Build and govern a clear accountability framework for AI-assisted quality tools and processes
• Lead a globally distributed team of Partner Quality Leads and Quality Insights Analysts
• Foster a One-Quality-Team culture that eliminates the cross-team divides: shared best practices, cross-regional learning, and proactive knowledge sharing
• Set high expectations and hold the team accountable for output quality, insight delivery, and stakeholder engagement
• Partner closely with peers to ensure one consistent quality voice across the portfolio

Benefits

• Paid volunteer time
• Health food and snacks
• Generous parental and family leave
• Learning and development
• Annual travel and experiences credit