Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join:
This Senior Quality Lead will own the quality program for AirCover. AirCover is Airbnb's host protection and property damage insurance product, handling claim reviews at global scale with direct financial exposure in every case.
The Difference You Will Make:
This function requires a quality leader who can operate rigorously in environments where the stakes of a wrong answer are high, the workflows are complex, and quality measurement must go beyond behavioral compliance to evaluate decision accuracy and defensibility.
A Typical Day:
Strategic Leadership & Program Ownership
- Own and execute the quality strategy for AirCover, aligned to the evolving needs of the business.
- Serve as the single accountable Quality leader for AirCover.
- Establish and optimize operating models and frameworks that are COPC-aligned.
- Represent quality in WBRs, MBRs, QBRs, and executive reviews; deliver a proactive narrative that surfaces emerging risks.
Measurement & Quality Execution
- Oversee QA evaluation execution across AirCover, internally and at BPO partner sites globally, ensuring consistent application of QA processes and frameworks.
- Lead root cause analysis on systemic failures, translating QA findings into product, process, and policy recommendations that go beyond agent-level coaching.
- Define sample selection, alignment thresholds, root cause review, and evaluator-level remediation processes.
- Ensure evaluations close with a documented coaching action; build the tracking mechanisms to measure whether coaching is translating into performance improvement over time.
Insights, Reporting & Stakeholder Partnership
- Build and maintain the executive escalation quality framework; ensure high-severity AirCover cases are evaluated.
- Implement an NPS/predictive NPS detractor analysis framework, ensuring global patterns surface in real time.
- Build a Partner QA Performance Scorecard, establishing clear accountability for Calibration Accuracy, Evaluation Completeness, Critical Error Detection, Coaching Effectiveness.
AI, AutoQA & Technology Enablement
- Establish automated KPI reporting, eliminating manual processes.
- Drive AutoQA adoption, with particular focus on the attributes unique to AirCover interactions.
- Champion AI and analytics tools for Specialty insight generation and reporting.
People & Culture Leadership
- Stabilize the AirCover quality team; a globally distributed team.
- Foster a One-Quality-Team culture that eliminates the cross-team divides: shared best practices, cross-regional learning, and proactive knowledge sharing.
- Set high expectations and hold the team accountable for output quality, insight delivery, and stakeholder engagement.
- Partner closely with peers to ensure one consistent quality voice across the portfolio.
- Build a trusted partnership with AirCover operational leadership to ensure consistent alignment and to address emerging issues.
Your Expertise:
- 10+ years in Customer Support, Quality Assurance, or Operations, with demonstrated experience leading quality programs in back-office, insurance claims, or financial services.
- 5+ years managing quality teams, including direct management of Quality Analysts or Quality Leads in a global, partner-based support organization.
- Bachelor's Degree, preferably in related field required; MBA or Masters preferred.
- Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean), with a proven ability to apply them to high-volume, complex support environments.
- Experience with QA tooling platforms, including hands-on ownership of form design, calibration management, and AutoQA deployment.
- Proven ability to build trusted relationships with operational stakeholders.
- Comfortable operating in ambiguous environments.
- Strong analytical skills; able to derive insight from QA data, build defensible narratives for operational leadership, and distinguish agent-level issues from systemic failures.
Preferred
- COPC certification; Six Sigma Green or Black Belt.
- Experience with Observe.AI.
- Background in program management, change management, or organizational design within a high-growth tech environment.
- Experience working in or closely with BPO/vendor governance models at scale (1,000+ partner FTEs across multiple sites and geographies).
- Direct experience with insurance claims quality, or AirCover-equivalent protection product environments, including accuracy-based evaluation design and defensibility standards.
Your Location:
This position is Canada - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Ontario, British Columbia, Quebec, Alberta, and Saskatchewan. This list is continuously evolving, so please check back with your recruiter on what provinces you are eligible to work from.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.
We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.
We use automated tools to help our recruiting team efficiently screen a large volume of applications. All final hiring decisions are made by a human reviewer.
This role is newly created and does not replace or backfill an existing position.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
