Senior Manager, Quality, Volume Tiers

Описание

The Senior Quality Lead, Volume Tiers is the single accountable leader for quality measurement, insights, and continuous improvement across Airbnb's highest-volume Community Support functions.

Responsibilities

• Own and execute the Volume Tier quality strategy aligned to several critical priorities: breaking silos, aligning with stakeholders, defining a clear operating model, and driving measurable impact
• Consolidate fragmented QA frameworks across GE and ROW into a unified operating model, eliminating inconsistent processes, divergent NPS detractor approaches, and incompatible quality signals
• Represent Volume Tier quality in WBRs, MBRs, QBRs, and cross-functional planning forums; bring a proactive, narrative-led perspective that gives leadership visibility before problems surface in operational reviews
• Oversee QA evaluation execution across all Volume Tier partner sites globally, ensuring consistent application of QA processes and frameworks
• Lead root cause analysis on systemic failures, translating QA findings into product, process, and policy recommendations that go beyond agent-level coaching
• Formalize Audit the Auditor as an ongoing control: define sample selection, alignment thresholds, root cause review, and evaluator-level remediation processes
• Ensure every evaluation closes with a documented coaching action; build the tracking mechanisms to measure whether coaching is translating into performance improvement over time
• Establish automated KPI reporting across all Volume Tier sites, tiers, and languages, eliminating manual processes
• Unify NPS detractor analysis across GE and ROW, ensuring global patterns surface in real time
• Build a Partner QA Performance Scorecard, establishing clear accountability for Calibration Accuracy, Evaluation Completeness, Critical Error Detection, Coaching Effectiveness
• Lead the deployment of AutoQA (via Observe.AI) across Volume Tiers; partner with the Platform team to ensure appropriate sequencing
• Build and govern a clear accountability framework for AI-assisted quality tools and processes
• Lead a globally distributed team of Partner Quality Leads and Quality Insights Analysts
• Foster a One-Quality-Team culture that eliminates the cross-team divides: shared best practices, cross-regional learning, and proactive knowledge sharing
• Set high expectations and hold the team accountable for output quality, insight delivery, and stakeholder engagement
• Partner closely with peers to ensure one consistent quality voice across the portfolio

Requirements

• 12+ years of experience in Customer/Community Support, Quality Assurance, or Contact Center Operations, with direct accountability for large-scale, multilingual QA programs
• 5+ years managing globally distributed QA teams across multiple languages, regions, and partner organizations in a 24/7 support environment
• Bachelor's Degree or equivalent experience, preferably in related field; MBA or Masters preferred
• Experience with QA tooling platforms, including hands-on ownership of form design, calibration management, and AutoQA deployment
• Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean), with a proven ability to apply them to high-volume, complex support environments
• Demonstrated track record of leading quality transformation, consolidating fragmented programs, driving measurable improvement in NPS/CSAT, and QA calibrations
• Experience deploying or scaling AI/ML assisted QA tools (AutoQA, predictive NPS/CSAT)
• Strong executive presence: able to influence senior stakeholders, present a unified quality narrative in leadership forums, and drive alignment across stakeholders
• Experience managing vendor partner governance: calibration oversight, performance improvement plans, and escalation frameworks

Nice to have

• COPC certification; Six Sigma Green or Black Belt
• Experience with Observe.AI
• Background in program management, change management, or organizational design within a high-growth tech environment
• Experience working in or closely with BPO/vendor governance models at scale (1,000+ partner FTEs across multiple sites and geographies)

We offer

• Annualized base pay range: 128,000 EUR – 160,000 EUR
• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits