Senior Manager, Quality, Specialty

Job description

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. 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 cultur