Senior Director of Quality, Volume Tiers

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 that awaits you:** The Senior Director of Quality, Volume Tiers, is solely responsible for quality measurement, data, and continuous improvement for all of Airbnb's high-volume community support functions. This role is responsible for the end-to-end quality program for: 1. Global English (GE) 2. Rest of World (ROW, which includes 9 different languages) 3. Premium Support The Global English and Rest of World programs cover several service tiers: resolutions 1, 2, and 3, Dedicated Service Support (DSS), Dedicated Managed Host Support (DMHS), and are supported by a global network of partners operating 24/7 in dozens of languages. **Your contribution:** This is a high-level leadership position that sits at the intersection of strategy and execution. The Senior Director of Quality will eliminate silos within the quality organization, establish a unified operating model, and use AI-based tools to develop quality data. They will work closely with service delivery, training, business process improvement teams, and other stakeholders to ensure alignment on priorities, resolve issues, and ensure that Airbnb provides its global network of partners with a unified set of priorities. The successful candidate will establish themselves as a credible partner to stakeholders and will act as the quality spokesperson for the volume tiers portfolio internally. **Typical day:** **Strategic leadership and program accountability** - Take ownership of and execute the quality strategy for volume tiers based on several key priorities: eliminating silos, aligning with stakeholders, defining a clear operating model, and driving measurable impact. - Consolidate the fragmented quality assurance frameworks of the Global English and Rest of World programs into a unified operating model, eliminating inconsistent processes, divergent approaches to poor Net Promoter Scores (NPS), and incompatible quality signals. - Present volume tier quality during weekly, monthly, and quarterly business review meetings, and in cross-functional planning forums, in addition to providing a proactive and narrative perspective that gives leadership visibility before issues are flagged during operational reviews. **Quality measurement and execution** - Oversee the execution of quality assurance evaluation across all volume tier partner sites worldwide by ensuring the consistent application of quality assurance processes and frameworks. - Conduct root cause analyses of systemic failures, translating findings from quality assurance into product, process, and policy recommendations that go beyond agent coaching. - Formalize auditor auditing as an ongoing control: define sample selection, calibration thresholds, root cause analysis, and correction processes at the evaluator level. - Ensure that every evaluation ends with a formalized coaching measure and implement tracking mechanisms to determine if this coaching translates into performance improvement over time. **Insights, reporting, and stakeholder partnership** - Establish automated KPI reporting for all sites, tiers, and languages in the volume tiers by eliminating manual processes. - Unify the analysis of poor Net Promoter Scores (NPS) across the Global English and Rest of World programs to highlight global trends in real time. - Develop a partner quality assurance performance scorecard by clearly defining responsibilities related to calibration accuracy, evaluation completeness, critical error detection, and coaching effectiveness. **AI and technology implementation** - Lead the deployment of AutoQA (via Observe.AI) across all volume tiers, and collaborate with the platform team to ensure proper sequencing. - Develop and manage a clear accountability framework for AI-assisted quality tools and processes. **People and culture leadership** - Lead a globally distributed team of partner quality managers and quality data analysts. - Foster a unified team culture that eliminates gaps between teams: sharing best practices, cross-regional learning, and proactive knowledge sharing. - Set high expectations and hold the team accountable for the quality of results, the delivery of insights, and stakeholder engagement. - Work closely with colleagues to maintain a consistent, high-quality voice across the portfolio. **Your expertise:** - At least 12 years of experience in customer or community support, quality assurance, or call center operations, with direct responsibility for large-scale multilingual quality assurance programs. - At least 5 years of experience managing globally distributed quality assurance teams across multiple languages, regions, and partner organizations in a 24/7 support environment. - Bachelor's degree or equivalent experience, ideally in a related field. An MBA or Master's degree is an asset. - Experience with quality assurance tool platforms, including hands-on proficiency in form design, calibration management, and automated quality assurance deployment. - Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean), with a proven ability to apply them to complex, high-volume support environments. - A demonstrated track record of leading quality transformation, consolidating fragmented programs, measurably improving Net Promoter Score (NPS) or Customer Satisfaction (CSAT), and quality assurance calibration. - Experience deploying or scaling AI or ML-assisted QA tools (AutoQA, predictive NPS or CSAT). - Strong leadership aptitude: ability to influence high-level stakeholders, present a unified narrative on quality in executive forums, and foster alignment between stakeholders. - Experience managing vendor partner governance: overseeing calibration, performance improvement plans, and escalation frameworks. **Desired** - COPC certification; Six Sigma Green Belt or Black Belt. - Experience with [Observe.AI](http://Observe.AI). - Experience in program management, change management, or organizational design in a high-growth tech environment. - Experience within large-scale BPO/vendor governance models, or working closely with them (1,000+ partner FTEs spread across multiple sites and geographies). **Your location:** Due to the nature of this role, the successful candidate must be based in Canada to perform their work. Currently, employees can be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continuously updated; please check with us if the provinces you live in are on the list. If your position is employed by another Airbnb entity, your recruiter will inform you of the provinces in which you are eligible to work. **Our commitment to inclusion and belonging:** Airbnb is committed to working with the broadest possible talent pool. We believe that diversity of ideas fosters innovation and engagement, and allows us to attract creative people and develop the best products, services, and solutions. All qualified individuals are encouraged to apply. We also strive to provide an inclusive application and interview process for people with disabilities. If you are a candidate with a disability and require reasonable accommodations to submit an application, please contact us at: raisonnableaccommodations@airbnb.com. Please include your full name, the position you are applying for, and the accommodations needed to assist you in the recruitment process. We ask that you contact us only if you are a candidate whose disability prevents you from completing our online application. * * * _We use automated tools to help our recruiting team efficiently review a large number of applications. All final hiring decisions are made by a human._ _This position is newly created and does not replace or fill an existing role._ **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. Canada Annual Pay Range $160,000—$200,000 CAD **Reasonable Accommodations:** We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role. **A Note on Recruiting Scams:** Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @ [airbnb.com](http://airbnb.com) or @ [ext.airbnb.com](http://ext.airbnb.com) email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We’ll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.