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.
The community that awaits you:
As a Senior Quality Manager, this person will be responsible for the AirCover quality program. AirCover is Airbnb's insurance product for hosts and for property damage protection. It covers claims globally, with each case having a direct financial impact.
Your contribution:
This role requires a quality-focused individual who can work rigorously in environments where the consequences of a poor decision are significant, where processes are complex, and where quality measurement must go beyond compliance with expected behaviors to assess the accuracy and justification of decisions.
A typical day:
Strategic leadership and program ownership
- Own and execute the quality strategy for AirCover in line with the evolving needs of the business.
- Act as the single quality lead for AirCover.
- Establish and optimize operating models and frameworks aligned with COPC.
- Represent quality in weekly, monthly, and quarterly business review meetings and with senior leadership, presenting proactive analysis that highlights emerging risks.
Quality measurement and execution
- Oversee the execution of quality assurance evaluations across all of AirCover, both internally and at BPO partner sites worldwide, ensuring consistent application of QA processes and frameworks.
- Conduct root cause analyses of systemic failures, translating QA findings into recommendations on products, processes, and policies that go beyond agent coaching.
- Define sampling, calibration thresholds, root cause analysis, and corrective processes at the evaluator level.
- Ensure every evaluation concludes with a formalized coaching action and put in place follow-up mechanisms to determine whether this coaching leads to performance improvement over time.
Insights, reporting, and stakeholder partnership
- Establish and maintain the quality framework for escalating issues to leadership and ensure high-severity AirCover cases are reviewed.
- Implement a predictive NPS/CSAT detractor analysis framework to ensure real-time visibility of overall trends.
- Develop a partner QA performance scorecard that clearly defines responsibilities for calibration accuracy, evaluation completeness, critical error detection, and coaching effectiveness.
AI, automated QA, and technology implementation
- Build automated KPI reporting by eliminating manual processes.
- Drive the adoption of automated quality assurance, with particular emphasis on the characteristics specific to AirCover interactions.
- Promote AI and analytics tools that generate insights and specialized reporting.
People and culture leadership
- Foster a unified team culture that eliminates gaps between teams: sharing best practices, cross-regional learning, and proactive knowledge sharing.
- Work closely with colleagues to maintain a consistent, high-quality voice across the entire portfolio.
- Build a trusted partnership with AirCover's operations leadership to ensure ongoing alignment and resolve emerging issues.
Your expertise:
- At least 10 years of experience in customer support, quality assurance, or operations, with a proven track record leading quality programs in back-office services, claims, or financial services.
- Bachelor's degree or equivalent experience, ideally in a related field. An MBA or master's degree is an asset.
- In-depth expertise in quality methodologies (COPC, AQS, Six Sigma, Lean), with a proven ability to apply them to complex, high-volume support environments.
- Experience with quality assurance tool platforms, including hands-on expertise in form design, calibration management, and deployment of automated QA.
- Proven ability to build trusted relationships with operational stakeholders.
- Comfort working in complex environments.
- Strong analytical skills and the ability to derive insights from QA data, build compelling arguments for operations leadership, and distinguish agent-related issues from systemic failures.
Nice to have
- Experience managing quality teams, including direct management of quality analysts or quality leads within a global support organization relying on partners.
- COPC certification; Six Sigma Green Belt or Black Belt.
- Experience with Observe.AI.
- Experience in program management, change management, or organizational design in a high-growth technology environment.
- Experience within large-scale BPO/vendor governance models, or working closely with them (more than 1,000 partner FTEs across multiple sites and geographies).
- Direct experience in insurance claims quality or protection product environments comparable to AirCover, including designing evaluations based on accuracy and defensibility standards.
Your location:
Due to the nature of this role, the successful candidate must be based in Canada in order to perform the work. Currently, employees may be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continually updated; please check with us whether the provinces where you live are on the list. If this role is employed by another Airbnb entity, your recruiter will inform you of the provinces in which you are eligible to work.
Our commitment to inclusion and belonging:
Airbnb is committed to working with the broadest possible talent pool. We believe diversity of ideas fosters innovation and engagement, and allows us to attract creative people and develop the best products, services, and solutions. All qualified individuals are encouraged to apply.
We also strive to provide an inclusive application and interview process for people with disabilities. If you are a candidate with a disability and need reasonable accommodations to submit an application, please contact us at: [email protected]. Please include your full name, the position you are applying for, and the accommodations needed to assist you in the recruitment process.
We ask that you contact us only if you are a candidate whose disability prevents you from completing our online application.
We use automated tools to help our recruiting team efficiently review a large number of applications. All final hiring decisions are made by a human.
This position is newly created and does not replace or fill an existing position.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs, and market demands. The base pay range shown below is annualized, is subject to change, and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Canada Annual Pay Range
$128,000—$160,000 CAD
Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.
A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb's hiring process: our open roles are posted on Airbnb's Careers Page at careers.airbnb.com, and our recruiters correspond only from @ airbnb.com or @ ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We'll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.