160K–200K CAD / year
Senior Manager, Quality, Volume Tiers
QARemote — Canada
Published on 2026-10-05
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About this role
The Senior Manager, Quality, Volume Tiers will lead the quality measurement and improvement initiatives for Airbnb's high-volume Community Support functions. This role involves strategy execution, program ownership, and partnering across various teams to drive quality and continuous improvement within a multilingual support environment.
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
- Own and execute the Volume Tier quality strategy
- Consolidate fragmented QA frameworks into a unified model
- Oversee QA evaluation execution across global sites
- Lead root cause analysis and implement recommendations
- Establish automated KPI reporting and performance scorecards
- Lead the deployment of AutoQA tools
- Manage a globally distributed team of Quality Leads and Analysts
- Cultivate a shared quality culture across teams
What we're looking for
- 12+ years in Customer Support or Quality Assurance
- 5+ years managing global QA teams
- Bachelor's Degree or equivalent experience; MBA preferred
- Experience with QA tooling platforms
- Expertise in quality methodologies like Six Sigma and Lean
- Track record of leading quality transformation
- Experience with AI/ML assisted QA tools
- Strong executive presence and stakeholder influence
Nice to have
- COPC certification; Six Sigma Green or Black Belt
- Experience with Observe.AI
- Program or change management background in tech
- Experience with large-scale vendor governance