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Join Airbnb as a Quality Manager for AirCover, overseeing quality assurance programs and ensuring high standards in customer support operations.
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
Responsibilities
- Lead and execute the quality strategy for AirCover based on evolving business needs.
- Act as the sole quality lead for AirCover.
- Establish and optimize operational models and frameworks aligned with COPC.
- Represent quality during weekly, monthly, and quarterly activity reports and with senior management.
- Supervise the execution of quality assurance assessments for AirCover globally.
- Conduct root cause analyses of systemic failures and translate findings into recommendations.
- Define sample selection, alignment thresholds, root cause analysis, and correction processes.
- Implement a framework for escalating issues to management and ensure high-severity AirCover cases are evaluated.
- Develop performance evaluation sheets for quality assurance partners.
- Establish automated KPI reporting and promote the adoption of automated quality assurance tools.
- Stabilize the AirCover quality team and foster a unified team culture.
Requirements
- At least 10 years of experience in customer support, quality assurance, or operations.
- At least 5 years of experience managing quality teams in a global partner-based support organization.
- Bachelor's degree or equivalent experience, ideally in a related field.
- In-depth expertise in quality methodologies (COPC, AQS, Six Sigma, Lean).
- Experience with quality assurance tool platforms and automated quality assurance deployment.
- Strong analytical skills and ability to derive insights from quality assurance data.
- Desired: COPC certification; Six Sigma Green Belt or Black Belt; experience with Observe.AI.
Conditions
- Base pay range: $128,000 — $160,000 CAD annually.
- Eligible for bonus, equity, benefits, and Employee Travel Credits.
- Commitment to inclusion and belonging, with accommodations available for candidates with disabilities.