Senior Manager, Quality, Specialty

The Community You Will Join: 

The Senior Quality Lead, Specialty is a newly created senior leadership role accountable for the quality program across several high stakes, high complexity Community Support functions: Safety, Premium Support, and CS Labs. These are not high-volume, routine support queues,  they are the functions that handle sensitive guest and host interactions, carry high regulatory and reputational exposure, and demand a quality leader who understands the difference between behavioral compliance and genuine harm prevention.

The Difference You Will Make:

The successful candidate will arrive with a clear point of view on what world-class quality looks like in high-complexity, high-stakes support environments.

A Typical Day: 

Strategic Leadership & Program Ownership

• Own and execute the Speciality quality strategy aligned to several critical priorities: breaking silos, aligning with stakeholders, defining a clear operating model, and driving measurable impact.
• Establish quality operating models with shared governance, consistent calibration standards, and clear accountability frameworks, while preserving the differentiation that each function requires.
• Represent Specialty quality in WBRs, MBRs, QBRs, and executive reviews; deliver a proactive narrative that surfaces emerging risks.

Measurement & Quality Execution

• Oversee QA evaluation execution across all Specialty functions and 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.

Insights, Reporting & Stakeholder Partnership

• Establish automated KPI reporting across all Speciality functions, eliminating manual processes. 
• Implement an NPS/predictive NPS detractor analysis framework, 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.

AI, AutoQA & Technology Enablement

• Drive AutoQA adoption across Specialty tiers, with particular focus on the attributes unique to Safety.
• Govern the Responsible AI quality framework within Specialty: establish how Quality identifies, classifies, and escalates AI-model errors via CS Labs, and ensure this process is consistently applied and regularly reviewed as AI capabilities evolve.
• Champion AI and analytics tools for Specialty insight generation and reporting.

People & Culture Leadership

• 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.

Your Expertise:

• 12+ years in Customer/Community Support, Quality, Operations, or Trust & Safety, with direct experience leading quality programs in sensitive, high-stakes, or regulated support environments.
• Bachelor's Degree, preferably in related field required; MBA or Masters preferred.
• Demonstrated experience building or transforming quality programs for complex, non-routine support functions.
• Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean), with a proven ability to apply them to high-volume, complex support environments.
• Experience with QA tooling platforms, including hands-on ownership of form design, calibration management, and AutoQA deployment.
• Experience managing globally distributed quality teams across multiple functions, languages, and partner organizations in a 24/7 environment.
• 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.

Preferred

• 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).

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.