Directeur·rice principal·e de la qualité, niveaux de volume
Core
Lead end-to-end quality, data, and continuous improvement for Airbnb's highest-volume community support functions (Global English and Rest of the World), unifying fragmented frameworks and leveraging AI tools.
Role type
Principal Director of Quality, high-level leadership
Builds
Unified operational models, automated QA frameworks, and global partner performance dashboards for high-volume support
Domain
Customer Support Operations / Quality Assurance / AI Implementation
Deliverable
production ML models | dashboards & analysis
Required skills
Strategic leadership, multi-language QA program management, root cause analysis, stakeholder alignment, partner governance, AI tool deployment, data-driven decision making, cross-functional collaboration, performance improvement, operational modeling (via careerplan.io/jobs/8192101-directeurrice-principale-de-la-qualite-niveaux-de-volume-at-airbnb)
Preferred skills
COPC certification, Six Sigma Green/Black Belt, Observe.AI experience, organizational change management, BPO governance models
Technologies
Observe.AI, AutoQA, AI-powered QA platforms
Responsibilities
Consolidate fragmented QA frameworks into a unified operational model; lead global QA execution across partner sites; drive root cause analysis and translate findings into product/process improvements; deploy and manage AI-assisted QA tools; establish automated KPI reporting and partner performance scorecards; lead a distributed global team of QA partners and data analysts; foster a unified culture and eliminate silos across regions and languages
Seniority
Principal, strategic leadership & mentorship
