Manager, Quality, AirCover

🔥 21 hours ago

🇨🇦 Canada – Remote

💵 $128k - $160k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 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 quality strategy for AirCover, aligned to evolving business needs • Serve as the single accountable Quality leader for AirCover • Establish and optimize COPC-aligned operating models and frameworks • Represent quality in WBRs, MBRs, QBRs, and executive reviews • Oversee QA evaluation execution across AirCover internally and at global BPO partner sites • Lead root cause analysis on systemic failures and translate findings into product, process, and policy recommendations • Define sample selection, alignment thresholds, root cause review, and evaluator-level remediation processes • Ensure evaluations close with documented coaching actions and track performance improvement • Build and maintain the executive escalation quality framework for high-severity AirCover cases • Implement NPS/predictive NPS detractor analysis • Build a Partner QA Performance Scorecard covering calibration accuracy, evaluation completeness, critical error detection, and coaching effectiveness • Establish automated KPI reporting and eliminate manual processes • Drive AutoQA adoption and champion AI and analytics tools for insight generation and reporting • Stabilize and lead the globally distributed AirCover quality team • Foster a One-Quality-Team culture through shared best practices, cross-regional learning, and knowledge sharing • Set expectations and hold the team accountable for output quality, insight delivery, and stakeholder engagement • Partner with peers and AirCover operational leadership to ensure consistent quality alignment and address emerging issues

🎯 Requirements

• 10+ years in Customer Support, Quality Assurance, or Operations • Demonstrated experience leading quality programs in back-office, insurance claims, or financial services • 5+ years managing quality teams, including direct management of Quality Analysts or Quality Leads in a global, partner-based support organization • Bachelor's Degree, preferably in related field required • Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean) • Experience with QA tooling platforms, including hands-on ownership of form design, calibration management, and AutoQA deployment • Proven ability to build trusted relationships with operational stakeholders • Comfortable operating in ambiguous environments • Strong analytical skills and ability to derive insight from QA data, build defensible narratives, and distinguish agent-level issues from systemic failures • Must live in a province where Airbnb Canada, Inc. has a registered entity; currently Ontario, British Columbia, Quebec, Alberta, or Saskatchewan • MBA or Masters preferred • Preferred: COPC certification; Six Sigma Green or Black Belt; Observe.AI experience; program management, change management, or organizational design experience; BPO/vendor governance experience at scale; insurance claims quality or AirCover-equivalent experience

🏖️ Benefits

• Bonus eligibility • Equity eligibility • Benefits • Employee Travel Credits • Remote work eligibility • Occasional work at an Airbnb office or attendance at offsites, as agreed with the manager • Disability-inclusive application and interview accommodations