160K–200K CAD / year
Directeur·rice principal·e de la qualité, niveaux de volume
OtherOn-site — Canada
Published on 2026-10-05
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About this role
This is a high-level leadership role at Airbnb responsible for quality measurement, data, and continuous improvement for high-volume community support functions. The position demands collaboration with service delivery, training, and process improvement teams to align priorities and resolve issues.
About the company
Airbnb is a global online marketplace that connects travelers with hosts offering unique accommodations and experiences in various destinations. The platform serves individuals seeking short-term lodging as well as hosts looking to monetize their properties.
What you'll do
- Manage the end-to-end quality program for Global English and Rest of World services.
- Consolidate fragmented quality assurance frameworks into a unified operational model.
- Oversee quality assessment execution for partner sites globally.
- Conduct root cause analyses for systematic failures.
- Establish automated reporting for performance indicators.
What we're looking for
- At least 12 years in customer support, QA, or call center operations.
- Minimum 5 years managing global QA teams across multiple languages.
- Bachelor's degree or equivalent experience; MBA preferred.
- Expertise in quality methodologies such as COPC, AQS, Six Sigma, Lean.
Nice to have
- COPC certification; Six Sigma Green Belt or Black Belt.
- Experience with Observe.AI.
- Program management or organizational design experience.