Senior Manager, Quality, Specialty

Job Description: • Own and execute the Specialty quality strategy across Safety, Premium Support, and CS Labs • Establish quality operating models with shared governance, calibration standards, and accountability frameworks • Represent Specialty quality in WBRs, MBRs, QBRs, and executive reviews; surface emerging risks • Oversee QA evaluation execution across Specialty functions and global partner sites • Lead root cause analysis and translate QA findings into product, process, and policy recommendations • Formalize Audit the Auditor as an ongoing control • Ensure evaluations result in documented coaching actions and track performance improvement • Establish automated KPI reporting across Specialty functions • Implement NPS/predictive NPS detractor analysis • Build a Partner QA Performance Scorecard • Drive AutoQA adoption across Specialty tiers, especially Safety • Govern the Responsible AI quality framework and escalation of AI-model errors via CS Labs • Champion AI and analytics tools for insight generation and reporting • Lead a globally distributed team of Partner Quality Leads and Quality Insights Analysts • Foster a One-Quality-Team culture through shared practices and cross-regional learning • Set expectations and hold the team accountable for quality, insight delivery, and stakeholder engagement • Partner with peers to maintain a consistent quality voice across the portfolio Requirements: • 12+ years in Customer/Community Support, Quality, Operations, or Trust & Safety • Direct experience leading quality programs in sensitive, high-stakes, or regulated support environments • Bachelor's Degree, preferably in related field, required • Demonstrated experience building or transforming quality programs for complex, non-routine support functions • Deep expertise in quality methodologies, including COPC, AQS, Six Sigma, and Lean • 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, including AutoQA and 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 • Must live in a state where Airbnb, Inc. has a registered entity • MBA or Masters preferred • Preferred: COPC certification; Six Sigma Green or Black Belt; experience with Observe.AI; program management, change management, or organizational design experience within a high-growth tech environment; experience with BPO/vendor governance models at scale Benefits: • Bonus eligibility • Equity eligibility • Health and other benefits eligibility • Employee Travel Credits • Occasional work at an Airbnb office or attendance at offsites, as agreed with the manager • Disability-inclusive application and interview accommodations