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Salary: USD 192,000 - 235,000 / annual
Airbnb is seeking a Senior Manager, Quality, Specialty to lead a newly created senior leadership role accountable for the quality program across high-stakes, high-complexity Community Support functions: Safety, Premium Support, and CS Labs. These functions handle sensitive guest and host interactions with high regulatory and reputational exposure, requiring a quality leader who understands the difference between behavioral compliance and genuine harm prevention.
In this role, you will own and execute the Specialty quality strategy aligned to critical priorities: breaking silos, aligning with stakeholders, defining a clear operating model, and driving measurable impact. You will establish quality operating models with shared governance, consistent calibration standards, and clear accountability frameworks while preserving the differentiation each function requires. You will represent Specialty quality in executive reviews and deliver a proactive narrative that surfaces emerging risks.
You will oversee QA evaluation execution across all Specialty functions and partner sites globally, ensuring consistent application of QA processes and frameworks. You will lead root cause analysis on systemic failures, translating QA findings into product, process, and policy recommendations that go beyond agent-level coaching. You will formalize Audit the Auditor as an ongoing control, defining sample selection, alignment thresholds, root cause review, and evaluator-level remediation processes. Every evaluation will close with a documented coaching action, with tracking mechanisms to measure whether coaching translates into performance improvement over time.
You will establish automated KPI reporting across all Specialty functions, eliminating manual processes. You will implement an NPS/predictive NPS detractor analysis framework, ensuring global patterns surface in real time. You will build a Partner QA Performance Scorecard establishing clear accountability for Calibration Accuracy, Evaluation Completeness, Critical Error Detection, and Coaching Effectiveness.
You will drive AutoQA adoption across Specialty tiers, with particular focus on attributes unique to Safety. You will govern the Responsible AI quality framework within Specialty, establishing 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. You will champion AI and analytics tools for Specialty insight generation and reporting.
You will lead a globally distributed team of Partner Quality Leads and Quality Insights Analysts, fostering a One-Quality-Team culture that eliminates cross-team divides through shared best practices, cross-regional learning, and proactive knowledge sharing. You will set high expectations and hold the team accountable for output quality, insight delivery, and stakeholder engagement.
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 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
PREFERRED:
- 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)
