Manager, Quality, AirCover

Airbnb
Ontario, British Columbia, Quebec, Alberta, Saskatchewan
Workplace: RemoteFull timeCAD 128,000 - 160,000 annuallyFunction: Quality & Regulatory (Non-Software)Experience: 10+ yearsEducation: bachelorsSkills: ["Analytical skills","Stakeholder management","Root cause analysis","Operate in ambiguous environments","Data-driven storytelling"]

Own and execute the quality strategy for AirCover at global scale, serving as the single accountable quality leader. Lead QA evaluation across internal and BPO partner sites, driving root cause analysis and translating findings into product, process, and policy improvements. Build executive escalation and partner scorecard frameworks, including high-severity case evaluation and NPS/predictive NPS detractor analysis. Stabilize and lead a distributed quality team while enabling AI/AutoQA and automated KPI reporting.

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FursaFursa
Airbnb
Airbnb
5 days ago

Manager, Quality, AirCover

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Last checked: 12 hours agoStatus: Live

Job Summary

Own and execute the quality strategy for AirCover at global scale, serving as the single accountable quality leader. Lead QA evaluation across internal and BPO partner sites, driving root cause analysis and translating findings into product, process, and policy improvements. Build executive escalation and partner scorecard frameworks, including high-severity case evaluation and NPS/predictive NPS detractor analysis. Stabilize and lead a distributed quality team while enabling AI/AutoQA and automated KPI reporting.
Location: Ontario, British Columbia, Quebec, Alberta, Saskatchewan
Workplace: Remote
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)
Seniority: Manager level

Key Responsibilities

  • •Own and execute the quality strategy for AirCover and align operating models/frameworks to COPC.
  • •Oversee QA evaluation execution across AirCover internally and at BPO partner sites globally to ensure consistent processes.
  • •Lead root cause analysis on systemic failures and translate QA findings into actionable recommendations for product, process, and policy.
  • •Define sampling selection, alignment thresholds, evaluator remediation processes, and track whether coaching improves performance.
  • •Stabilize and lead the globally distributed AirCover quality team, fostering a One-Quality-Team culture and ensuring consistent quality alignment.

Pay and Benefits

Salary: CAD 128,000 - 160,000 annually

Key Requirements

  • •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/Leads in a global, partner-based support organization.
  • •Bachelor’s degree (related field preferred); MBA or Masters preferred.
  • •Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean) and the ability to apply them in high-volume, complex environments.
  • •Hands-on ownership of QA tooling, including form design, calibration management, and AutoQA deployment.
Experience:10+ yearsInsuranceFinancial servicesCustomer supportBPOQuality assuranceClaims
Education:Bachelor's
Skills:Analytical skillsStakeholder managementRoot cause analysisOperate in ambiguous environmentsData-driven storytelling
Certifications:COPC certificationSix Sigma Green BeltSix Sigma Black Belt
Tech Stack:AutoQAObserve.AI

Company Brief

Airbnb
Online marketplace that connects travelers with hosts offering short-term lodging, experiences, and long-term stays. Facilitates booking, payments, and reviews while providing tools for hosts to manage listings globally.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
WebsiteLinkedIn