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Salary: EUR 128,000 - 160,000 / annual
Airbnb seeks a Senior Manager of Quality for its Volume Tiers community support organization. This is a strategic leadership role accountable for quality measurement, insights, and continuous improvement across Airbnb's highest-volume support functions, including Global English, Rest of World (9 languages), and Elevated Support tiers spanning Resolutions 1-3, Dedicated Service Support, and Dedicated Managed Host Support.
You will own the end-to-end quality program across a global partner network operating 24/7 in dozens of languages. Key responsibilities include:
**Strategic Leadership & Program Ownership**
- Execute the Volume Tier quality strategy with focus on breaking silos, aligning stakeholders, defining a unified operating model, and driving measurable impact
- Consolidate fragmented QA frameworks across Global English and Rest of World into one unified operating model, eliminating inconsistent processes and divergent quality signals
- Represent Volume Tier quality in executive forums (WBRs, MBRs, QBRs) with proactive, narrative-led perspectives
**Measurement & Quality Execution**
- Oversee QA evaluation execution across all Volume Tier partner sites globally, ensuring consistent application of 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 includes documented coaching actions 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 regions, ensuring global patterns surface in real time
- Build a Partner QA Performance Scorecard establishing 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 in partnership with the Platform team
- Build and govern accountability frameworks for AI-assisted quality tools
**People & Culture Leadership**
- Lead a globally distributed team of Partner Quality Leads and Quality Insights Analysts
- Foster a unified quality culture with shared best practices, cross-regional learning, and proactive knowledge sharing
- Set high expectations and hold the 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 24/7 support environments
- 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) applied 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 with ability to influence senior stakeholders and drive alignment across organizations
- Experience managing vendor partner governance including calibration oversight, performance improvement plans, and escalation frameworks
**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)
