Senior Manager, Quality, Specialty

Airbnb

10d•$192,000 - $235,000•Remote

About The Position

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join: The Senior Quality Lead, Specialty is a newly created senior leadership role accountable for the quality program across several high stakes, high complexity Community Support functions: Safety, Premium Support, and CS Labs. These are not high-volume, routine support queues, they are the functions that handle sensitive guest and host interactions, carry high regulatory and reputational exposure, and demand a quality leader who understands the difference between behavioral compliance and genuine harm prevention. The Difference You Will Make: The successful candidate will arrive with a clear point of view on what world-class quality looks like in high-complexity, high-stakes support environments.

Requirements

12+ years in Customer/Community Support, Quality, Operations, or Trust & Safety, with direct experience leading quality programs in sensitive, high-stakes, or regulated support environments.
Bachelor's Degree, preferably in related field required; MBA or Masters preferred.
Demonstrated experience building or transforming quality programs for complex, non-routine support functions.
Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean), with a proven ability to apply them to high-volume, complex support environments.
Experience with QA tooling platforms, including hands-on ownership of form design, calibration management, and AutoQA deployment.
Experience managing globally distributed quality teams across multiple functions, languages, and partner organizations in a 24/7 environment.
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.

Nice To Haves

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).

Responsibilities

Own and execute the Speciality quality strategy aligned to several critical priorities: breaking silos, aligning with stakeholders, defining a clear operating model, and driving measurable impact.
Establish quality operating models with shared governance, consistent calibration standards, and clear accountability frameworks, while preserving the differentiation that each function requires.
Represent Specialty quality in WBRs, MBRs, QBRs, and executive reviews; deliver a proactive narrative that surfaces emerging risks.
Oversee QA evaluation execution across all Specialty functions and 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 Speciality functions, eliminating manual processes.
Implement an NPS/predictive NPS detractor analysis framework, 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.
Drive AutoQA adoption across Specialty tiers, with particular focus on the attributes unique to Safety.
Govern the Responsible AI quality framework within Specialty: establish how Quality identifies, classifies, and escalates AI-model errors via CS Labs, and ensure this process is consistently applied and regularly reviewed as AI capabilities evolve.
Champion AI and analytics tools for Specialty insight generation and reporting.
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.