Senior Manager, Quality, Volume Tiers

🔥 14 hours ago

🇨🇦 Canada – Remote

💵 $160k - $200k / year

⏰ Full Time

🟠 Senior

👔 Manager

👻 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 Volume Tier quality strategy across Global English, Rest of World, and Elevated Support • Consolidate fragmented QA frameworks into a unified operating model • Represent Volume Tier quality in WBRs, MBRs, QBRs, and cross-functional planning forums • Oversee QA evaluation execution across all Volume Tier partner sites globally • Lead root cause analysis on systemic failures and translate findings into product, process, and policy recommendations • Formalize and govern Audit the Auditor controls • Ensure evaluations result in documented coaching actions and track performance improvement • Establish automated KPI reporting across Volume Tier sites, tiers, and languages • Unify NPS detractor analysis across Global English and Rest of World • Build and govern a Partner QA Performance Scorecard • Lead deployment of AutoQA via Observe.AI and partner with the Platform team • Lead a globally distributed team of Partner Quality Leads and Quality Insights Analysts • Foster a One-Quality-Team culture and promote cross-regional learning • Set expectations and hold the team accountable for quality, insight delivery, and stakeholder engagement • Partner with peers to ensure a 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 • 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) • Proven ability to apply quality methodologies 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 and ability to influence senior stakeholders, present a unified quality narrative, and drive alignment • Experience managing vendor partner governance, including calibration oversight, performance improvement plans, and escalation frameworks • Preferred: COPC certification; Six Sigma Green or Black Belt • Preferred: Experience with Observe.AI • Preferred: Background in program management, change management, or organizational design within a high-growth tech environment • Preferred: Experience working in or closely with BPO/vendor governance models at scale (1,000+ partner FTEs across multiple sites and geographies) • Must live in Ontario, British Columbia, Quebec, Alberta, or Saskatchewan

🏖️ Benefits

• Bonus eligibility • Equity eligibility • Benefits • Employee Travel Credits • Occasional work at an Airbnb office or attendance at offsites, as agreed with the manager • Reasonable accommodations throughout the recruitment process for applicants with disabilities