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Salary: CAD 160,000 - 200,000 / annual
Airbnb is seeking a Senior Director of Quality for Volume Tiers to lead quality measurement, data analytics, and continuous improvement across all high-volume community support functions. This is a strategic leadership role at the intersection of strategy and execution, responsible for end-to-end quality programs covering Global English (GE), Rest of World (ROW, 9 languages), and Premium Support across multiple service resolution levels (L1, L2, L3), Dedicated Service Support (DSS), and Dedicated Managed Host Support (DMHS).
Key responsibilities include:
**Strategic Leadership & Program Ownership:**
- Execute quality strategy for volume tiers by eliminating organizational silos, aligning stakeholders, defining clear operational models, and generating measurable impact
- Consolidate fragmented QA frameworks from GE and ROW programs into a unified operational model, eliminating inconsistent processes and divergent approaches to NPS and quality signals
- Present volume tier quality in weekly, monthly, and quarterly business reviews and cross-functional planning forums, providing proactive narrative visibility to leadership
**Quality Measurement & Execution:**
- Oversee QA evaluation execution across all volume tier partner sites globally, ensuring consistent application of QA processes and frameworks
- Conduct root-cause analysis of systemic failures, translating QA findings into product, process, and policy recommendations beyond agent coaching
- Formalize auditor-of-auditor controls: define sample selection, calibration thresholds, RCA, and corrective processes at evaluator level
- Ensure each evaluation concludes with formalized coaching and implement tracking mechanisms to measure performance improvement over time
**Insights, Reporting & Stakeholder Partnership:**
- Establish automated KPI dashboards for all sites, tiers, and languages across volume tiers, eliminating manual processes
- Unify NPS analysis across GE and ROW programs to highlight real-time global trends
- Develop partner QA performance scorecards with clear accountability for calibration accuracy, evaluation completeness, critical error detection, and coaching effectiveness
**AI & Technology Implementation:**
- Lead AutoQA deployment (via Observe.AI) across volume tiers and collaborate with platform teams on sequencing
- Develop and manage clear accountability frameworks for AI-assisted quality tools and processes
**People & Culture Leadership:**
- Lead a globally distributed team of partner quality managers and quality data analysts
- Foster unified team culture eliminating silos: best-practice sharing, cross-regional learning, proactive knowledge sharing
- Set high expectations and hold team accountable for result quality, insight delivery, and stakeholder engagement
- Maintain cohesive quality voice across the portfolio in collaboration with peers
**Requirements:**
- Minimum 12 years in customer/community support, QA, or call center operations with direct responsibility for large-scale multilingual QA programs
- Minimum 5 years managing globally distributed QA teams across multiple languages, regions, partner organizations, and 24/7 support environments
- Bachelor's degree or equivalent; MBA or Master's preferred
- Hands-on experience with QA tool platforms including form design, calibration management, and automated QA deployment
- Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean) with proven ability to apply them in complex, high-volume support environments
- Demonstrated track record leading quality transformation, consolidating fragmented programs, improving NPS/CSAT, and calibrating QA
- Experience deploying or scaling AI/ML-assisted QA tools (AutoQA, predictive NPS/CSAT)
- Strong executive leadership: ability to influence senior stakeholders, present unified quality narrative in leadership forums, foster cross-stakeholder alignment
- Experience managing supplier/partner governance: calibration oversight, performance improvement plans, escalation frameworks
**Desired:**
- COPC certification; Six Sigma Green Belt or Black Belt
- Observe.AI experience
- Program management, change management, or organizational design experience in high-growth tech environments
- Large-scale BPO/supplier governance model experience (1,000+ partner FTEs across multiple sites and geographies)
