Senior Manager, Quality

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: The Quality team ensures that Community Support, AirCover, Payments, Compliance, and Supply operations consistently meet the highest standards, blending rigorous QA frameworks with AI-enabled AutoQA to catch issues early, protect trust, and keep experiences safe and reliable at global scale. The Difference You Will Make: This senior leader is accountable for the end-to-end quality program at the Airbnb Capability Center (ACC), which spans multiple business functions: • Community Support - Volume Tiers, Safety, Premium Support, CS Labs Annotation, Regulatory Response, Payments, and Executive Escalations • AirCover • Compliance/ZTP • Payments Risk & Ops • Supply This leader oversees a team of ~71 employees, with seven direct reports, and carries quality accountability for both internal ACC teams and a network of external partner/vendor sites. Additionally, this leader needs to support Quality transformation efforts, including: • Migration to a new quality management system • Shifting from manual QA to AI enabled AutoQA • Establishing a Human in the Loop program, that monitors AI model accuracy The successful candidate will arrive with a clear point of view on what world-class quality looks like when AI is doing most of the volume and humans are doing the highest-judgment work; and can hold the line on the legal and ethical guardrails that come with it. This role reports to the Director of Quality for Global Operations, and represents ACC (“Airbnb India / Team India”) quality in global forums. A Typical Day: Strategic Leadership & Program Ownership • Own and execute the ACC quality strategy across all supported functions. • Drive alignment with the global quality framework, working in collaboration with various stakeholders, including the Quality and Delivery leadership • Represent ACC Quality in Weekly Ops Reviews, MBRs, Enablement Ops Reviews, Leadership Group Connects, and QBRs; deliver a proactive narrative that surfaces emerging risk rather than reporting lagging metrics. • Thought leadership on new programs, such as continuous calibration of AI-based Auto QA Measurement & Quality Execution • Oversee QA evaluation execution across all ACC functions, ensuring consistent application of frameworks as the organization migrates to COPC-aligned frameworks • Operate Audit-the-Auditor as an ongoing control • Work with Delivery and other stakeholders to improve quality performance Insights, Reporting & Stakeholder Partnership • Proactively share insights with Delivery on performance deepdives and analysis • Partner with analytical teams on anomaly-detection and quality dashboards • Implement detractor-analysis frameworks (global detractor / NPS patterns) so systemic issues surface in real time AI, AutoQA & Technology Enablement • Drive AutoQA adoption across ACC tiers • Partner with Engineering on calibration model for AutoQA • Drive and sponsor high-value process automation at ACC People & Culture Leadership • Lead a large team that spans multiple business functions (Volume Tier, Safety, AirCover, Compliance, Premium Support, Payments, Supply, CS Labs, Insights); grow leaders through active development planning • Foster a One-Quality-Team culture across internal ACC and partner sites: shared best practices, cross-functional calibration, and proactive knowledge sharing • Set high expectations for output quality, insig