128K–160K EUR / year
Senior Manager, Quality, Volume Tiers
QAWorkplace — Ireland
Published on 2026-10-05
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About this role
This senior leadership role focuses on quality measurement and continuous improvement across Airbnb's high-volume Community Support functions. The candidate will lead a global team, unify quality frameworks, and leverage AI tools to enhance service quality.
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
- Oversee QA evaluation execution globally
- Lead root cause analysis on systemic failures
- Establish automated KPI reporting
- Lead the deployment of AutoQA
- Foster a One-Quality-Team culture
- Set expectations and hold the team accountable
What we're looking for
- 12+ years in Customer Support or QA
- 5+ years managing QA teams in a 24/7 environment
- Bachelor's Degree or equivalent, MBA preferred
- Experience with QA tooling platforms
- Deep expertise in quality methodologies
- Proven track record in quality transformation
- Experience deploying AI/ML assisted QA tools
- Strong executive presence
Nice to have
- COPC certification
- Experience with Observe.AI
- Background in program or change management
- Experience with BPO/vendor governance models