Quality Assurance & Standards Manager

Airbnb

2d•$156,000 - $195,000•Remote

About The Position

This role sits within Scaled Services, the team that owns the foundational capabilities the entire FSD organization depends on: how we launch, how we measure quality, how we build tools, and how we use data. Fraud and Safety Delivery is judgment work at scale. Our specialists weigh incomplete evidence and make consequential calls about accounts, listings, and bookings thousands of times a day, across many risk domains across the globe. Precision matters in both directions: a missed signal puts our community at risk, and an incorrect enforcement affects someone's livelihood or their travel plans. As the Senior Program Manager, Quality Assurance & Standards, you'll build FSD's quality program, not an audit function that scores specialists against a checklist, but a measurement system that tells the organization how accurate its decisions are, where quality breaks down, and what to change. You'll design and stand up that framework while running the quality reviews the organization depends on today, reporting to the Senior Manager, Scaled Services. You'll own three outcomes for the org: A quality framework we can defend: One documented model that measures both workflow adherence and decision quality, with published standards, thresholds, and severity definitions across every risk domain. Objective, centralized governance: Serve as the impartial quality authority across FSD, setting consistent standards that hold up across domains, sites, and geographies. Measurable improvement in decision accuracy: Fewer incorrect enforcement outcomes, diagnosed at root cause and fixed at the source, without adding cost or handling time to the operation.

Requirements

8+ years of experience in quality assurance, operations, risk, audit, or program management within a high-volume, high-stakes decisioning environment.
Proven experience driving quality delivery through partner or vendor teams you don't directly manage.
Proven experience building a quality program from scratch, not just running one: you've designed sampling methodology, scorecards, error taxonomies, calibration processes, and governance from a blank page.
Demonstrated experience measuring quality in subjective, judgment-based work, with adjacent fields welcome: fraud and financial crime, content moderation, claims review, credit decisioning, regulatory compliance, or trust and safety.
Strong grasp of measurement rigor: you understand sampling design, statistical significance, and inter-rater reliability, and can defend a quality number to a skeptical executive or a partner site that disagrees with it.
Strong data literacy: you can pull and interrogate your own data, work fluently with analytics partners, and build reporting that diagnoses rather than describes.
Exceptional writing skills: your guidelines need to be clear enough that reviewers across regions and partner sites reach the same conclusion.
Strong cross-functional influence skills: you know how to tell teams their workflows, policies, or models are producing the wrong outcomes without losing them as partners.

Nice To Haves

Experience evaluating model or AI-assisted decision quality is a strong plus.
Experience in Trust, Fraud, or Safety is a plus, but not required, as the right instincts for precision, user impact, and intellectual honesty matter more.

Responsibilities

Set the direction for quality
Own the quality program end to end, including quality delivery through our partner sites.
Set the strategy and operating rhythm for how the quality program delivers against FSD's roadmap and goals.
Represent quality in FSD leadership forums, and build credibility with the teams whose work you measure.
Build the quality framework and standards
Design a two-layer quality model that measures both workflow adherence and the accuracy of the enforcement decision.
Establish how we determine the correct outcome for judgment-based decisions, through expert review panels, blind double-review, and a library of benchmark cases.
Build a severity-weighted error taxonomy and a risk-weighted sampling methodology that holds up under scrutiny.
Author the quality guidelines and publish the performance bars, thresholds, and escalation paths the organization holds itself to.
Run a calibration program across internal teams and partner sites, and keep standards current as policy, product, and workflow evolve.
Run the quality operation
Deliver quality reviews across FSD, internal and partner-delivered, on a consistent methodology and cadence.
Own User Acceptance Testing (UAT) for new launches, ensuring no change scales to the global operation before it meets a quality bar.
Diagnose the root causes behind reversed decisions and report the distribution of drivers, not only the overturn rate.
Produce diagnostic quality reporting that leadership and cross-functional partners can act on.
Extend quality to AI and close the loop
Extend quality measurement to decisions made by models and AI agents, and define the accuracy standard required before a decision can be automated.
Partner with Product, Engineering, and Data Science to feed labeled quality data back into detection models and automated decisioning.
Trace quality findings to their source in workflow, policy, tooling, or training, and drive the fixes with the teams that own them.
Improve decision accuracy without adding handling time or review layers to the operation.