Senior Manager, Quality, Specialty

Airbnb
United States
Workplace: RemoteFull timeUSD 192,000 - 235,000 annuallyFunction: Quality & Regulatory (Non-Software)Experience: 12+ yearsEducation: bachelorsSkills: ["Executive presence","Stakeholder influence","Program leadership","Cross-team collaboration","Change management"]

Lead the Specialty quality program across Community Support functions including Safety, Premium Support, and CS Labs. Own the quality operating model, governance, calibration standards, and risk narratives for executive reviews. Oversee QA execution and root-cause analysis, formalize audit controls, and ensure coaching actions drive measurable performance improvement. Build automated KPI reporting and partner QA scorecards, drive AutoQA adoption and Responsible AI quality governance, and lead a globally distributed quality team.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Airbnb
Airbnb
4 days ago

Senior Manager, Quality, Specialty

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Lead the Specialty quality program across Community Support functions including Safety, Premium Support, and CS Labs. Own the quality operating model, governance, calibration standards, and risk narratives for executive reviews. Oversee QA execution and root-cause analysis, formalize audit controls, and ensure coaching actions drive measurable performance improvement. Build automated KPI reporting and partner QA scorecards, drive AutoQA adoption and Responsible AI quality governance, and lead a globally distributed quality team.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)
Seniority: Sr. Manager level

Key Responsibilities

  • •Own and execute the Specialty quality strategy across Safety, Premium Support, and CS Labs, aligning stakeholders and defining an operating model with measurable impact.
  • •Oversee QA evaluation execution globally, ensure consistent QA frameworks, and lead root cause analysis translating findings into product, process, and policy recommendations.
  • •Formalize audit controls (including sample selection, alignment thresholds, and evaluator remediation) and ensure every evaluation results in documented coaching actions with tracking.
  • •Establish automated KPI reporting, NPS/predictive NPS detractor analysis, and a Partner QA Performance Scorecard covering calibration accuracy, evaluation completeness, critical error detection, and coaching effectiveness.
  • •Drive AutoQA adoption (especially for Safety), govern Responsible AI quality escalation within Specialty, and lead a globally distributed team of Partner Quality Leads and Quality Insights Analysts.
Travel: Low travel

Pay and Benefits

Salary: USD 192,000 - 235,000 annually
Equity and Bonus:Equity
Perks:Annual BonusEquity

Key Requirements

  • •12+ years leading quality programs in customer/community support, trust & safety, operations, or regulated environments, with quality accountability in high-stakes support.
  • •Bachelor's degree required (related field preferred); MBA or Masters preferred.
  • •Experience building or transforming quality programs for complex, non-routine support functions.
  • •Deep expertise in quality methodologies such as COPC, AQS, Six Sigma, and Lean, applied to high-volume complex support environments.
  • •Hands-on ownership of QA tooling and processes including form design, calibration management, and AutoQA deployment.
Experience:12+ yearsCustomer supportTrust & safetyQuality assuranceAI/ML assisted QABPO/vendor governance
Education:Bachelor's
Skills:Executive presenceStakeholder influenceProgram leadershipCross-team collaborationChange management
Languages:English
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