Manager, Quality, AirCover

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p></div><p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>The Community You Will Join:&nbsp;</strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;">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.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>The Difference You Will Make:</strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;">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.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>A Typical Day:&nbsp;</strong></span></p> <p><strong>Strategic Leadership &amp; Program Ownership</strong></p> <ul> <li>Own and execute the quality strategy for AirCover, aligned to the evolving needs of the business.&nbsp;</li> <li>Serve as the single accountable Quality leader for AirCover.</li> <li>Establish and optimize operating models and frameworks that are COPC-aligned.&nbsp;</li> <li>Represent quality in WBRs, MBRs, QBRs, and executive reviews; deliver a proactive narrative that surfaces emerging risks.</li> </ul> <p><strong>Measurement &amp; Quality Execution</strong></p> <ul> <li>Oversee QA evaluation execution across AirCover, internally and at BPO partner sites globally, ensuring consistent application of QA processes and frameworks.</li> <li>Lead root cause analysis on systemic failures, translating QA findings into product, process, and policy recommendations that go beyond agent-level coaching.</li> <li>Define sample selection, alignment thresholds, root cause review, and evaluator-level remediation processes.</li> <li>Ensure evaluations close with a documented coaching action; build the tracking mechanisms to measure whether coaching is translating into performance improvement over time.</li> </ul> <p><strong>Insights, Reporting &amp; Stakeholder Partnership</strong></p> <ul> <li>Build and maintain the executive escalation quality framework; ensure high-severity AirCover cases are evaluated.&nbsp;</li> <li>Implement an NPS/predictive NPS detractor analysis framework, ensuring global patterns surface in real time.</li> <li>Build a Partner QA Performance Scorecard, establishing clear accountability for Calibration Accuracy, Evaluation Completeness, Critical Error Detection, Coaching Effectiveness.</li> </ul> <p><strong>AI, AutoQA &amp; Technology Enablement</strong></p> <ul> <li>Establish automated KPI reporting, eliminating manual processes.&nbsp;</li> <li>Drive AutoQA adoption, with particular focus on the attributes unique to AirCover interactions.</li> <li>Champion AI and analytics tools for Specialty insight generation and reporting.</li> </ul> <p><strong>People &amp; Culture Leadership</strong></p> <ul> <li>Stabilize the AirCover quality team; a globally distributed team.</li> <li>Foster a One-Quality-Team culture that eliminates the cross-team divides: shared best practices, cross-regional learning, and proactive knowledge sharing.</li> <li>Set high expectations and hold the team accountable for output quality, insight delivery, and stakeholder engagement.</li> <li>Partner closely with peers to ensure one consistent quality voice across the portfolio.</li> <li>Build a trusted partnership with AirCover operational leadership to ensure consistent alignment and to address emerging issues.</li> </ul> <p&gt