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Salary: CAD 128,000 - 160,000 / annual
Airbnb seeks a Manager of Quality for AirCover, the company's host protection and property damage insurance product. This is a newly created role with strategic scope across a global quality program handling claim reviews at scale with direct financial exposure.
You will own the end-to-end quality strategy and execution for AirCover, serving as the single accountable quality leader. Key responsibilities include:
**Strategic Leadership & Program Ownership**
Own and execute the quality strategy aligned to business needs. Establish and optimize operating models and frameworks that are COPC-aligned. Represent quality in executive reviews (WBRs, MBRs, QBRs), surfacing emerging risks proactively.
**Measurement & Quality Execution**
Oversee QA evaluation execution across AirCover internally and at BPO partner sites globally, ensuring consistent application of QA processes. Lead root cause analysis on systemic failures, translating QA findings into product, process, and policy recommendations beyond agent-level coaching. Define sample selection, alignment thresholds, root cause review, and evaluator-level remediation processes. Ensure evaluations close with documented coaching actions and build tracking mechanisms to measure coaching effectiveness over time.
**Insights, Reporting & Stakeholder Partnership**
Build and maintain the executive escalation quality framework for high-severity cases. Implement NPS/predictive NPS detractor analysis frameworks ensuring global patterns surface in real time. Build a Partner QA Performance Scorecard establishing clear accountability for calibration accuracy, evaluation completeness, critical error detection, and coaching effectiveness.
**AI, AutoQA & Technology Enablement**
Establish automated KPI reporting to eliminate manual processes. Drive AutoQA adoption with focus on AirCover-specific interaction attributes. Champion AI and analytics tools for specialty insight generation and reporting.
**People & Culture Leadership**
Stabilize the globally distributed AirCover quality team. Foster a One-Quality-Team culture eliminating cross-team divides through shared best practices and cross-regional learning. Set high expectations and hold the team accountable for output quality, insight delivery, and stakeholder engagement. Partner closely with peers and operational leadership to ensure consistent alignment.
This role requires operating rigorously in high-stakes environments where workflows are complex and quality measurement must evaluate decision accuracy and defensibility beyond behavioral compliance.
**Requirements**
- 10+ years in Customer Support, Quality Assurance, or Operations, with demonstrated experience leading quality programs in back-office, insurance claims, or financial services
- 5+ years managing quality teams, including direct management of Quality Analysts or Quality Leads in a global, partner-based support organization
- Bachelor's Degree (preferably in related field); MBA or Masters preferred
- Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean) with 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
- Proven ability to build trusted relationships with operational stakeholders
- Comfortable operating in ambiguous environments
- Strong analytical skills; able to derive insight from QA data, build defensible narratives for operational leadership, and distinguish agent-level issues from systemic failures
**Preferred Qualifications**
- COPC certification; Six Sigma Green or Black Belt
- Experience with Observe.AI
- Background in program management, change management, or organizational design within high-growth tech
- Experience with BPO/vendor governance models at scale (1,000+ partner FTEs across multiple sites and geographies)
- Direct experience with insurance claims quality or AirCover-equivalent protection product environments, including accuracy-based evaluation design and defensibility standards
**Location**
Canada - Remote Eligible. Must live in a province where Airbnb Canada, Inc. has a registered entity. Currently eligible provinces: Ontario, British Columbia, Quebec, Alberta, and Saskatchewan. Role may include occasional office work or offsites as agreed with manager.
