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Salary: CAD 128,000 - 160,000 / annual
Airbnb is seeking a Quality Manager for AirCover, the company's insurance product protecting hosts against property damage. This role leads the quality program for AirCover globally, overseeing claims assessment across internal teams and external BPO partner sites worldwide. Each claim carries direct financial impact, requiring rigorous quality management in a complex, high-stakes environment.
Key Responsibilities:
Strategic Leadership & Program Ownership
- Own and execute AirCover's quality strategy aligned with evolving business needs
- Serve as the single quality owner for AirCover
- Establish and optimize operational models and frameworks aligned with COPC standards
- Present quality insights to leadership in weekly, monthly, and quarterly business reviews, highlighting emerging risks
Quality Measurement & Execution
- Oversee QA evaluation execution across all AirCover operations (internal and global EPA partner sites)
- Conduct root-cause analysis of systemic failures, translating QA findings into product, process, and policy recommendations beyond agent coaching
- Define sampling selection, calibration thresholds, RCA processes, and evaluator-level corrections
- Ensure each evaluation includes formalized coaching with tracking mechanisms to measure performance improvement over time
Insights, Reporting & Stakeholder Partnership
- Establish and maintain escalation frameworks for high-severity AirCover cases
- Implement NPS/predictive NPS detractor analysis to identify real-time global trends
- Develop partner performance scorecards defining accountability for calibration accuracy, evaluation completeness, critical error detection, and coaching effectiveness
AI, Automation & Technology Implementation
- Build automated ICP reporting, eliminating manual processes
- Drive adoption of automated QA with focus on AirCover-specific interaction characteristics
- Promote AI and analytics tools for specialized insights and reporting
Team Leadership & Culture
- Stabilize the globally distributed AirCover quality team
- Foster unified team culture eliminating regional silos through best-practice sharing, cross-regional learning, and proactive knowledge transfer
- Set high expectations and hold team accountable for result quality, insights delivery, and stakeholder engagement
- Maintain consistent quality voice across the portfolio in collaboration with peers
- Build trusted partnership with AirCover operations leadership for continuous alignment and emerging issue resolution
Requirements:
- Minimum 10 years in customer support, quality assurance, or operations, with proven experience leading quality programs in administrative services, claims, or financial services
- Minimum 5 years managing quality teams, including direct management of quality analysts or quality managers in global partner-based support organizations
- Bachelor's degree or equivalent experience (MBA or Master's preferred)
- Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean) with proven ability to apply them to complex, high-volume support environments
- Experience with QA tool platforms including form design, calibration management, and automated QA deployment
- Proven ability to build trust with operational stakeholders
- Comfort working in complex environments
- Strong analytical skills; ability to extract insights from QA data, build compelling cases for operations leadership, and distinguish agent issues from systemic failures
Desired Qualifications:
- COPC certification; Six Sigma Green Belt or Black Belt
- Experience with Observe.AI
- Program management, change management, or organizational design experience in high-growth tech environments
- Experience with large-scale BPO/vendor governance models (1,000+ partner FTEs across multiple sites and geographies)
- Direct insurance claims quality or equivalent protection product experience (e.g., AirCover-like products), including evaluation design based on accuracy and defensibility standards
