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Salary: CAD 160,000 - 200,000 / annual
Airbnb is seeking a Senior Manager, Quality, Volume Tiers to lead quality measurement, insights, and continuous improvement across its highest-volume Community Support functions. This is a senior leadership role operating at the intersection of strategy and execution, responsible for the end-to-end quality program spanning Global English (GE), Rest of World (ROW; 9 languages), and Elevated Support across multiple service tiers (Resolutions 1, 2, 3, Dedicated Service Support, Dedicated Managed Host Support) supported by a global partner network operating 24/7 in dozens of languages.
Key responsibilities include:
**Strategic Leadership & Program Ownership**
- Own and execute the Volume Tier quality strategy aligned to breaking silos, aligning stakeholders, defining a clear operating model, and driving measurable impact
- Consolidate fragmented QA frameworks across GE and ROW into a unified operating model, eliminating inconsistent processes and divergent quality signals
- Represent Volume Tier quality in executive forums (WBRs, MBRs, QBRs) with proactive, narrative-led perspective
**Measurement & Quality Execution**
- Oversee QA evaluation execution across all Volume Tier 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
- Formalize Audit the Auditor as an ongoing control with defined sample selection, alignment thresholds, and evaluator-level remediation
- Ensure every evaluation closes with documented coaching action and build tracking mechanisms to measure coaching effectiveness
**Insights, Reporting & Stakeholder Partnership**
- Establish automated KPI reporting across all Volume Tier sites, tiers, and languages
- Unify NPS detractor analysis across GE and ROW, 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 & Technology Enablement**
- Lead deployment of AutoQA (via Observe.AI) across Volume Tiers
- Build and govern a clear accountability framework for AI-assisted quality tools and processes
**People & Culture Leadership**
- Lead a globally distributed team of Partner Quality Leads and Quality Insights Analysts
- Foster a One-Quality-Team culture that eliminates cross-team divides through shared best practices and cross-regional learning
- Set high expectations and hold team accountable for output quality, insight delivery, and stakeholder engagement
**Requirements:**
- 12+ years of experience in Customer/Community Support, Quality Assurance, or Contact Center Operations with direct accountability for large-scale, multilingual QA programs
- 5+ years managing globally distributed QA teams across multiple languages, regions, and partner organizations in a 24/7 support environment
- Bachelor's Degree or equivalent experience (MBA or Masters preferred)
- Experience with QA tooling platforms including hands-on ownership of form design, calibration management, and AutoQA deployment
- Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean) with proven ability to apply them to high-volume, complex support environments
- Demonstrated track record of leading quality transformation, consolidating fragmented programs, and driving measurable improvement in NPS/CSAT and QA calibrations
- Experience deploying or scaling AI/ML assisted QA tools (AutoQA, predictive NPS/CSAT)
- Strong executive presence; able to influence senior stakeholders and drive alignment across stakeholders
- Experience managing vendor partner governance including 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 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)
The role is remote-eligible within Canada; candidates must live in Ontario, British Columbia, Quebec, Alberta, or Saskatchewan where Airbnb Canada, Inc. has registered entities. Occasional office work or offsites may be required as agreed with manager.
