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Salary: INR 3,850,000 - 5,500,000 / annual
Airbnb's Fraud & Safety Delivery (FSD) organization is seeking a Senior Program Manager, Quality Assurance & Standards to build and lead a comprehensive quality program for the global operations team. This role sits within Scaled Services, which owns foundational capabilities for the entire FSD organization.
You will own three core outcomes: (1) designing a defensible quality framework that measures both workflow adherence and decision quality across all risk domains with published standards and severity definitions; (2) serving as the impartial quality authority across FSD, setting consistent standards that hold up across domains, sites, and geographies; and (3) driving measurable improvement in decision accuracy by diagnosing root causes and fixing them at the source without adding cost or handling time.
Key responsibilities include:
**Set the direction for quality:** Own the quality program end-to-end, including delivery through partner sites. Set strategy and operating rhythm aligned with FSD's roadmap. Represent quality in leadership forums and build credibility with measured teams.
**Build the quality framework and standards:** Design a two-layer quality model measuring workflow adherence and enforcement decision accuracy. Establish how to determine correct outcomes for judgment-based decisions through expert review panels, blind double-review, and benchmark case libraries. Build severity-weighted error taxonomies and risk-weighted sampling methodologies. Author quality guidelines and publish performance bars, thresholds, and escalation paths. Run calibration programs across internal and partner teams.
**Run the quality operation:** Deliver consistent quality reviews across FSD. Own User Acceptance Testing for new launches. Diagnose root causes behind reversed decisions and report driver distributions. Produce diagnostic reporting that leadership and cross-functional partners can act on.
**Extend quality to AI:** Extend quality measurement to AI-assisted and automated decisions. Define accuracy standards required before automation. Partner with Product, Engineering, and Data Science to feed labeled quality data back into detection models. Trace findings to source and drive fixes without adding handling time or review layers.
Qualifications:
- 8+ years in quality assurance, operations, risk, audit, or program management in high-volume, high-stakes decisioning environments
- Proven experience driving quality delivery through partner or vendor teams you don't directly manage
- Proven experience building a quality program from scratch: designing sampling methodology, scorecards, error taxonomies, calibration processes, and governance
- Demonstrated experience measuring quality in subjective, judgment-based work (fraud, financial crime, content moderation, claims review, credit decisioning, regulatory compliance, trust and safety)
- Strong grasp of measurement rigor: sampling design, statistical significance, inter-rater reliability
- Strong data literacy: ability to pull and interrogate data, work with analytics partners, build diagnostic reporting
- Exceptional writing skills for clear guidelines across regions and partner sites
- Strong cross-functional influence skills
- Experience evaluating model or AI-assisted decision quality is a strong plus
- Experience in Trust, Fraud, or Safety is a plus but not required
