# Manager, Quality, AirCover

**Company:** [Airbnb](https://hotfix.jobs/companies/airbnb)
**Location:** Remote
**Role:** Customer Success
**Salary:** CA$128k – CA$160k/yr
**Experience:** 10+ years
**Skills:** Copc, Aqs, Six Sigma, Lean, Autoqa, Qa Tooling, Observe.Ai, Nps, Root Cause Analysis, Calibration Management, Kpi Reporting, Bpo Governance
**Posted:** 2026-08-31

> Leads the global AirCover quality program, overseeing QA operations, measurement frameworks, systemic issue analysis, automation, and partner performance. Requires 10+ years in quality, support, or operations, 5+ years managing quality teams, and experience in complex claims or financial-services environments.

## Job Description

## Responsibilities
- Own and execute the AirCover quality strategy and serve as the accountable Quality leader.
- Establish and optimize COPC-aligned operating models and frameworks.
- Represent quality in business and executive reviews, surfacing emerging risks.
- Oversee QA evaluation execution across internal teams and global BPO partner sites.
- Lead root cause analysis and translate findings into product, process, and policy recommendations.
- Define sampling, alignment thresholds, root-cause reviews, and evaluator remediation processes.
- Ensure evaluations result in documented coaching actions and track performance improvement.
- Build and maintain executive escalation quality frameworks for high-severity cases.
- Implement NPS and predictive NPS detractor analysis.
- Build partner QA performance scorecards covering calibration accuracy, evaluation completeness, critical error detection, and coaching effectiveness.
- Automate KPI reporting and drive AutoQA adoption.
- Champion AI and analytics tools for insight generation and reporting.
- Lead and stabilize a globally distributed quality team, fostering shared practices and accountability.
- Partner with operational leadership and peers to maintain alignment and a consistent quality approach.

## Requirements
- 10+ years of experience in customer support, quality assurance, or operations, including quality programs in back-office, insurance claims, or financial-services environments.
- 5+ years managing quality teams, including Quality Analysts or Quality Leads in global, partner-based support organizations.
- Bachelor's degree in a related field.
- Deep expertise in quality methodologies such as COPC, AQS, Six Sigma, and Lean.
- Experience with QA tooling, including form design, calibration management, and AutoQA deployment.
- Strong stakeholder relationship-building, analytical, and narrative-development skills.
- Ability to distinguish agent-level issues from systemic failures and operate effectively in ambiguity.

## Preferred Qualifications
- 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 with BPO or vendor governance at scale across multiple sites and geographies.
- Experience with insurance claims quality or comparable protection-product environments, including accuracy-based evaluation and defensibility standards.

## Compensation
- Annual base pay range: **$128,000–$160,000 CAD**.
- May also be eligible for bonus, equity, benefits, and Employee Travel Credits.

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