Manager, Quality, AirCover
Core
Own and execute the quality strategy for AirCover, Airbnb's host protection and property damage insurance product, ensuring decision accuracy and defensibility in high-stakes claim reviews.
Role type
Senior Quality Lead (Manager)
Builds
AirCover insurance claims review process and quality frameworks
Domain
Insurance / Claims / Financial Services
Deliverable
production ML models | dashboards & analysis | client delivery
Required skills
Quality program leadership, COPC methodology, root cause analysis, stakeholder management, QA tooling ownership, global team management, data-driven insight generation, process optimization, risk management, vendor governance
Preferred skills
Six Sigma Black Belt, COPC certification, Observe.AI experience, program management, change management, BPO governance at scale
Technologies
AutoQA, QA tooling platforms, Observe.AI
Responsibilities
Establish and optimize COPC-aligned operating models; oversee QA execution across internal and BPO partner sites; lead root cause analysis and translate findings into product/policy recommendations; build executive escalation frameworks and NPS analysis; drive AI and automated KPI reporting; stabilize and lead a globally distributed quality team.
Seniority
Senior, hands-on IC with management responsibilities
