Senior Manager, Quality
Airbnb · Posted Nov 6
Short-term home rentals, boutique hotel bookings, travel experiences, and hosting services
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About the role
The Quality team ensures that Community Support, AirCover, Payments, Compliance, and Supply operations meet the highest standards by blending QA frameworks with AI-enabled AutoQA to protect trust and reliability at global scale. This role leads the end-to-end quality program at the Airbnb Capability Center in India, overseeing a team of approximately 71 employees and seven direct reports across those functions and external partner sites. It drives quality transformation, including migration to a new quality management system, the shift from manual QA to AI-enabled AutoQA, and a Human-in-the-Loop program for monitoring AI model accuracy.
What you will do
- Own and execute the ACC quality strategy across all supported functions.
- Drive alignment with the global quality framework, working in collaboration with various stakeholders, including the Quality and Delivery leadership
- Represent ACC Quality in Weekly Ops Reviews, MBRs, Enablement Ops Reviews, Leadership Group Connects, and QBRs; deliver a proactive narrative that surfaces emerging risk rather than reporting lagging metrics.
- Thought leadership on new programs, such as continuous calibration of AI-based Auto QA
- Oversee QA evaluation execution across all ACC functions, ensuring consistent application of frameworks as the organization migrates to COPC-aligned frameworks
- Operate Audit-the-Auditor as an ongoing control
- Work with Delivery and other stakeholders to improve quality performance
- Proactively share insights with Delivery on performance deepdives and analysis
- Partner with analytical teams on anomaly-detection and quality dashboards
- Implement detractor-analysis frameworks (global detractor / NPS patterns) so systemic issues surface in real time
- Drive AutoQA adoption across ACC tiers
- Partner with Engineering on calibration model for AutoQA
- Drive and sponsor high-value process automation at ACC
- Lead a large team that spans multiple business functions (Volume Tier, Safety, AirCover, Compliance, Premium Support, Payments, Supply, CS Labs, Insights); grow leaders through active development planning
- Foster a One-Quality-Team culture across internal ACC and partner sites: shared best practices, cross-functional calibration, and proactive knowledge sharing
- Set high expectations for output quality, insight delivery, and stakeholder engagement, and hold the team accountable.
- Partner closely with global Quality peers to ensure one consistent quality
Skills used in this role
What the employer is looking for
- Experience in Customer/Community Support, Quality, Operations, or Trust & Safety, including direct experience leading quality programs in sensitive, high-stakes, or regulated support environments.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Airbnb
Airbnb operates a premier global online marketplace that connects travelers with hosts offering unique lodging accommodations, boutique hotels, and curated experiences worldwide. The platform enables millions of people to monetize their spaces and discover authentic local travel experiences across more than 220 countries and regions. By blending community-driven hospitality with innovative AI-powered tools, Airbnb has redefined the modern travel and sharing economy.
- Industry
- Travel
- Company size
- 8000+ employees
- Founded
- 2008
- Location
- San Francisco, California, USA
- Funding stage
- Public Company
Funding
Public Company · $3.07B raised
- 2020-04-06Series E$1B
- 2020-04-01Private Equity$1B
- 2015-06-29Series D$1.5B
- 2014-04-16Series C$475M
- 2011-07-24Series B$112M
- 2010-11-01Series A$7.2M
- 2009-01-01Seed$600K
Leadership
Co-Founder and Chief Executive Officer
Co-Founder
Co-Founder and Chief Strategy Officer
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