Senior Manager, Quality

Senior Manager, Quality

The Community you will join:

The Quality team ensures that Community Support, AirCover, Payments, Compliance, and Supply operations consistently meet the highest standards, blending rigorous QA frameworks with AI-enabled AutoQA to catch issues early, protect trust, and keep experiences safe and reliable at global scale.

The Difference You Will Make:

This senior leader is accountable for the end-to-end quality program at the Airbnb Capability Center (ACC), which spans multiple business functions:

• Community Support - Volume Tiers, Safety, Premium Support, CS Labs Annotation, Regulatory Response, Payments, and Executive Escalations
• AirCover
• Compliance/ZTP
• Payments Risk & Ops
• Supply

This leader oversees a team of ~71 employees, with seven direct reports, and carries quality accountability for both internal ACC teams and a network of external partner/vendor sites.

Additionally, this leader needs to support Quality transformation efforts, including: 

• Migration to a new quality management system
• Shifting from manual QA to AI enabled AutoQA
• Establishing a Human in the Loop program, that monitors AI model accuracy 

The successful candidate will arrive with a clear point of view on what world-class quality looks like when AI is doing most of the volume and humans are doing the highest-judgment work;  and can hold the line on the legal and ethical guardrails that come with it. This role reports to the Director of Quality for Global Operations, and represents ACC (“Airbnb India / Team India”) quality in global forums.

A Typical Day: 

Strategic Leadership & Program Ownership

• Own and execute the ACC quality strategy across all supported functions.
• Drive alignment with the global quality framework, working in collaboration with various stakeholders, including the Quality and Delivery leadership
• Represent ACC Quality in Weekly Ops Reviews, MBRs, Enablement Ops Reviews, Leadership Group Connects, and QBRs; deliver a proactive narrative that surfaces emerging risk rather than reporting lagging metrics.
• Thought leadership on new programs, such as continuous calibration of AI-based Auto QA

Measurement & Quality Execution

• Oversee QA evaluation execution across all ACC functions, ensuring consistent application of frameworks as the organization migrates to COPC-aligned frameworks
• Operate Audit-the-Auditor as an ongoing control
• Work with Delivery and other stakeholders to improve quality performance

Insights, Reporting & Stakeholder Partnership

• Proactively share insights with Delivery on performance deepdives and analysis
• Partner with analytical teams on anomaly-detection and quality dashboards
• Implement detractor-analysis frameworks (global detractor / NPS patterns) so systemic issues surface in real time

AI, AutoQA & Technology Enablement

• Drive AutoQA adoption across ACC tiers 
• Partner with Engineering on calibration model for AutoQA
• Drive and sponsor high-value process automation at ACC

People & Culture Leadership

• Lead a large team that spans multiple business functions (Volume Tier, Safety, AirCover, Compliance, Premium Support, Payments, Supply, CS Labs, Insights); grow leaders through active development planning
• Foster a One-Quality-Team culture across internal ACC and partner sites: shared best practices, cross-functional calibration, and proactive knowledge sharing
• Set high expectations for output quality, insight delivery, and stakeholder engagement, and hold the team accountable.
• Partner closely with global Quality peers to ensure one consistent quality

Your Expertise:

Required

• Experience in Customer/Community Support, Quality, Operations, or Trust & Safety, including direct experience leading quality programs in sensitive, high-stakes, or regulated support environments.
• Demonstrated experience building or transforming quality programs for complex, multi-function support portfolios.
• Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean) and the ability to apply them across high-volume and high-complexity support alike.
• Hands-on ownership of QA tooling: 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 (AutoQA, predictive NPS/CSAT).
• Strong executive presence: able to influence senior stakeholders, present a unified quality narrative in leadership forums, and drive cross-functional alignment.
• Experience with vendor/partner governance: calibration oversight, performance-improvement plans, and escalation frameworks.
• Bachelor's degree required.

Preferred

• Master's degree or equivalent in Business, Operations, Law, Risk Management, Engineering, or a related field.
• COPC certification; Six Sigma Green or Black Belt.
• Experience with Observe.AI (and migration off legacy platforms such as NICE/Nexidia).
• Background in program management, change management, or organizational design in a high-growth tech environment.
• Experience operating within BPO/vendor governance models at scale (1,000+ partner FTEs across multiple sites and geographies).
• Experience operating in a global capability center.

Our Commitment To Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

Experience Level