Senior Manager, Quality

About this role

Lead Airbnb’s end-to-end quality program at its India Capability Center across support, safety, AirCover, compliance, payments, and supply operations. The role drives quality transformation, including a new quality management system, AI-enabled AutoQA, and human oversight of AI model accuracy.

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.

The team

Airbnb Capability Center Quality team, reporting to the Director of Quality for Global Operations.

What you'll do

• Own and execute the ACC quality strategy across supported functions, aligned with the global quality framework.
• Lead QA execution, COPC-aligned framework adoption, and ongoing Audit-the-Auditor controls.
• Represent ACC Quality in operational and leadership reviews, surfacing emerging risks and insights.
• Partner with Delivery and analytics teams on performance analysis, dashboards, anomaly detection, and detractor analysis.
• Drive AutoQA adoption, partner with Engineering on model calibration, and sponsor process automation.
• Lead and develop a team of approximately 71 employees, including seven direct reports, and foster consistent practices across internal and vendor sites.
• Oversee vendor calibration, quality performance, and improvement efforts.

What we're looking for

• Bachelor’s degree.
• Experience in customer/community support, quality, operations, or Trust & Safety, including quality leadership in sensitive, high-stakes, or regulated environments.
• Experience building or transforming quality programs across complex, multi-function support portfolios.
• Expertise in quality methodologies such as COPC, AQS, Six Sigma, or Lean.
• Hands-on ownership of QA tools, including evaluation form design, calibration management, and AutoQA deployment.
• Experience leading globally distributed quality teams across functions, languages, and partner organizations in a 24/7 environment.
• Experience deploying or scaling AI/ML-assisted QA, such as AutoQA or predictive NPS/CSAT.
• Strong executive communication and stakeholder influence skills.

Nice to have

• Master’s degree or equivalent in business, operations, law, risk management, engineering, or a related field.
• COPC certification or Six Sigma Green Belt or Black Belt.
• Experience with Observe.AI and migration from legacy platforms such as NICE/Nexidia.
• Program management, change management, or organizational design experience in a high-growth technology environment.
• Experience with large-scale BPO/vendor governance or a global capability center.