Senior Manager, Quality
Core
Senior leader accountable for end-to-end quality program at Airbnb Capability Center (ACC), ensuring Community Support, AirCover, Payments, Compliance, and Supply operations meet highest standards via rigorous QA frameworks and AI-enabled AutoQA.
Role type
Senior Manager, Quality Operations
Builds
Global quality programs for Community Support, AirCover, Compliance, Payments, and Supply functions
Domain
Travel technology / Customer Operations / Trust & Safety
Deliverable
production ML models
Required skills
Quality methodologies (COPC, Six Sigma, Lean), AI/ML-assisted QA (AutoQA), vendor/partner governance, global team leadership, executive stakeholder influence, audit-the-auditor frameworks, NPS/detractor analysis
Preferred skills
COPC certification, Six Sigma Black Belt, Observe.AI experience, program management, organizational design, BPO/vendor governance at scale
Technologies
AutoQA, Observe.AI, NICE, Nexidia, COPC-aligned frameworks
Responsibilities
Own and execute ACC quality strategy across multiple functions; drive migration to new quality management system and AI-enabled AutoQA; oversee QA evaluation execution and audit-the-auditor controls; lead large distributed team spanning multiple business functions; partner with Engineering on calibration models for AutoQA; implement detractor-analysis frameworks; foster One-Quality-Team culture across internal and partner sites
Seniority
Senior Manager, hands-on IC with strategic leadership