Senior Director, Quality, Volume Tiers

Job not on LinkedIn

🔥 16 hours ago

🇨🇦 Canada – Remote

💵 $160k - $200k / year

⏰ Full Time

🟠 Senior

👔 Director

👻 Ghost score 0%

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

✈️ Travel

📦 Logistics

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

Travel • Logistics • eCommerce

Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.

📋 Description

• Own and execute the quality strategy for the volume tiers. • Consolidate the Global English and Rest of World program quality assurance frameworks into a unified operating model. • Present volume-tier quality in business review meetings and cross-functional planning forums. • Oversee the execution of quality assurance assessments across all partner sites worldwide. • Lead root cause analyses and translate findings into product, process, and policy recommendations. • Formalize auditor audits and define controls, thresholds, analyses, and remediation processes. • Establish tracking mechanisms to measure performance improvement. • Build automated key performance indicator (KPI) reporting across all sites, tiers, and languages. • Unify detractor analysis and highlight global trends. • Develop a partner quality assurance performance scorecard. • Lead the deployment of AutoQA through Observe.AI and collaborate with the platform team. • Develop and manage an accountability framework for AI-assisted quality tools and processes. • Lead a global team of partner quality managers and quality data analysts. • Foster a unified team culture and hold the team accountable for quality outcomes and stakeholder engagement. • Serve as the internal quality spokesperson for the volume-tier portfolio.

🎯 Requirements

• At least 12 years of experience in customer or community support, quality assurance, or call center operations, with direct responsibility for large-scale, multilingual quality assurance programs. • At least 5 years of experience managing globally distributed quality assurance teams across multiple languages, regions, and partner organizations in a 24/7 support environment. • Bachelor’s degree or equivalent experience, ideally in a related field. • Experience with quality assurance tool platforms, including hands-on expertise in form design, calibration management, and automated quality assurance deployment. • Deep expertise in quality methodologies, including COPC, AQS, Six Sigma, and Lean. • Demonstrated track record of leading quality transformation, consolidating fragmented programs, achieving measurable improvements in customer recommendation or customer satisfaction scores, and quality assurance calibration. • Experience deploying or scaling AI- or machine-learning-enabled quality assurance tools. • Ability to influence senior stakeholders, present a unified quality narrative in executive forums, and drive alignment. • Experience managing vendor partner governance. • COPC certification; Six Sigma Green Belt or Black Belt preferred. • Experience with Observe.AI preferred. • Experience in program management, change management, or organizational design preferred. • Experience with large-scale BPO/vendor governance models preferred. • The successful candidate must be based in Canada.

🏖️ Benefits

• Bonus eligibility • Equity eligibility • Benefits • Employee Travel Credits • Reasonable accommodations throughout the recruitment process for applicants with disabilities • Flexible and inclusive application and interview process accommodations