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Airbnb is seeking a Senior Director of Quality for Volume Levels to oversee quality measurement, data, and continuous improvement for community support functions. This leadership role requires strategic execution and collaboration across teams.
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.
Your Contribution:
- Lead strategic quality program execution for volume levels based on key priorities.
- Consolidate fragmented quality assurance frameworks into a unified operational model.
- Present quality metrics in various reporting meetings and forums.
- Oversee quality assurance evaluations across global partner sites.
- Conduct root cause analyses of systemic failures and translate findings into actionable recommendations.
- Establish automated KPI reporting for all sites and languages.
- Lead the deployment of AutoQA and manage AI-assisted quality tools.
- Foster a unified team culture and set high expectations for quality outcomes.
Your Expertise:
- At least 12 years of experience in customer/community support, quality assurance, or call center operations.
- Minimum 5 years of experience managing global quality assurance teams.
- Bachelor's degree or equivalent experience; MBA or master's degree is a plus.
- Experience with quality assurance tools and methodologies (COPC, AQS, Six Sigma, Lean).
- Proven track record in quality transformation and improvement.
- Strong leadership skills with the ability to influence stakeholders.
How We'll Take Care of You:
- Base pay range: $160,000 — $200,000 CAD annually.
- Eligible for bonus, equity, benefits, and Employee Travel Credits.
- Commitment to providing reasonable accommodations for applicants with disabilities.
✓ Direct apply: you message the hiring person. No ATS.