# Senior Manager, Quality, Specialty

**Company:** [Airbnb](https://hotfix.jobs/companies/airbnb)
**Location:** Remote
**Role:** Customer Success
**Salary:** $192k – $235k/yr
**Experience:** 12+ years
**Skills:** Quality Assurance, Copc, Aqs, Six Sigma, Lean, Autoqa, Predictive Nps, Predictive Csat, AI/ML, Observe.Ai, Calibration Management, Root Cause Analysis, Vendor Governance, Kpi Reporting, Nps
**Posted:** 2026-08-31

> Leads the global quality strategy for high-stakes Community Support functions including Safety, Premium Support, and CS Labs. Requires 12+ years of support, quality, operations, or Trust & Safety experience, expertise in quality methodologies and AI-assisted QA, and demonstrated leadership of distributed teams.

## Job Description

## Responsibilities
- Own and execute the Specialty quality strategy across Safety, Premium Support, and CS Labs.
- Establish shared quality operating models, governance, calibration standards, and accountability frameworks across functions and global partner sites.
- Represent Specialty quality in business and executive reviews, surfacing emerging risks and providing proactive reporting.
- Oversee QA evaluation execution and lead root-cause analysis of systemic failures, translating findings into product, process, and policy recommendations.
- Formalize Audit the Auditor controls, including sample selection, alignment thresholds, root-cause reviews, and evaluator remediation.
- Ensure evaluations result in documented coaching actions and track whether coaching improves performance over time.
- Establish automated KPI reporting and implement NPS/predictive NPS detractor analysis.
- Build partner QA performance scorecards covering calibration accuracy, evaluation completeness, critical error detection, and coaching effectiveness.
- Drive AutoQA adoption and govern the Responsible AI quality framework, including classification and escalation of AI-model errors.
- Lead a globally distributed team of Partner Quality Leads and Quality Insights Analysts.
- Foster shared best practices, cross-regional learning, and consistent quality standards.
- Manage vendor partner governance, including calibration oversight, performance improvement plans, and escalation frameworks.

## Requirements
- 12+ years of experience in Customer Support, Community Support, Quality, Operations, or Trust & Safety.
- Direct experience leading quality programs in sensitive, high-stakes, or regulated support environments.
- Bachelor's degree in a related field required; master's degree or MBA preferred.
- Experience building or transforming quality programs for complex, non-routine support functions.
- Deep expertise in quality methodologies such as COPC, AQS, Six Sigma, or Lean.
- Experience with QA tooling, including form design, calibration management, and AutoQA deployment.
- Experience managing globally distributed quality teams across multiple functions, languages, and partner organizations in a 24/7 environment.
- Experience deploying or scaling AI/ML-assisted QA tools, AutoQA, or predictive NPS/CSAT.
- Strong executive presence and ability to influence senior stakeholders and drive cross-functional alignment.
- Experience with BPO or vendor governance at scale.

## Nice-to-haves
- COPC certification.
- Six Sigma Green Belt or Black Belt.
- Experience with Observe.AI.
- Program management, change management, or organizational design experience in a high-growth technology environment.
- Experience governing 1,000+ partner FTEs across multiple sites and geographies.

## Compensation
- Base pay range: **$192,000–$235,000 USD annually**.
- May also be eligible for bonus, equity, benefits, and Employee Travel Credits.

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