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 the Lead Quality Manager, this person will be responsible for the AirCover quality program. AirCover is Airbnb's insurance product for hosts and for protection against property damage. It covers claims on a global scale, with each case having a direct financial impact.
Your contribution:
This role requires a quality-focused individual capable of working with rigor 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.
Typical day:
Strategic leadership and program accountability
- Take ownership of and execute the quality strategy for AirCover based on evolving business needs.
- Act as the sole quality lead for AirCover.
- Establish and optimize operational models and frameworks aligned with COPC.
- Represent quality during 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 evaluation for all of AirCover, internally and at global BPO partner sites, ensuring consistent application of quality assurance processes and frameworks.
- Conduct root cause analyses of systemic failures, translating quality assurance findings into product, process, and policy recommendations that go beyond agent coaching.
- Define sample selection, alignment thresholds, root cause analysis, and correction processes at the evaluator level.
- Ensure that every evaluation concludes with a formalized coaching measure and implement tracking mechanisms to determine if this coaching translates into performance improvement over time.
Insights, reporting, and stakeholder partnership
- Establish and maintain the quality framework for management escalations and ensure that high-severity AirCover cases are evaluated.
- Implement a framework for analyzing CSAT/predictive CSAT detractors to ensure real-time identification of global trends.
- Develop a partner quality assurance performance scorecard by clearly defining responsibilities related to calibration accuracy, evaluation completeness, critical error detection, and coaching effectiveness.
AI, automated quality assurance, and technology implementation
- Establish automated KPI reports by eliminating manual processes.
- Foster the adoption of automated quality assurance with a particular focus on characteristics specific to AirCover interactions.
- Promote AI and analytics tools to generate specialized insights and reports.
People and culture leadership
- Stabilize the AirCover quality team, a team distributed globally.
- Foster a unified team culture that eliminates silos between teams: exchanging best practices, cross-regional learning, and proactive knowledge sharing.
- Set high expectations and hold the team accountable for the quality of results, the delivery of insights, and stakeholder engagement.
- Work closely with colleagues to maintain a consistent, high-quality voice across the portfolio.
- Establish a trusted partnership with AirCover operational leadership to ensure constant alignment and resolve emerging issues.
Your expertise:
- At least 10 years of experience in customer support, quality assurance, or operations, with proven experience leading quality programs in back-office, claims, or financial services.
- At least 5 years of experience managing quality teams, including direct management of quality analysts or quality managers in a global partner-based support organization.
- 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 proficiency in form design, calibration management, and automated quality assurance deployment.
- Proven ability to build trusted relationships with operational stakeholders.
- Comfort working in complex environments.
- Strong analytical skills, and the ability to derive insights from quality assurance data, build strong arguments for operational leadership, and distinguish between agent-related issues and systemic failures.
Desired
- 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 tech environment.
- Experience within large-scale BPO/vendor governance models, or working closely with them (1,000+ partner FTEs spread across multiple sites and geographies).
- Direct experience with insurance claims quality or AirCover-equivalent protection product environments, 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 to perform their work. Currently, employees can be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continuously updated; please check with us if the provinces you live in are on the list. If your position 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 that 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 disabled candidate 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 role.
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 Career’s 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.