Remote opportunity at
AirbnbSenior Manager, Quality, Volume Tiers
Airbnb is hiring a Senior Manager, Quality, Volume Tiers, a senior leadership role that owns the quality program for the busiest Community Support functions across the…
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About This Role
Airbnb is hiring a Senior Manager, Quality, Volume Tiers, a senior leadership role that owns the quality program for the busiest Community Support functions across the business. The portfolio covers Global English and Rest of World support, which spans nine languages, plus Elevated Support across several service tiers delivered by a global partner network that operates around the clock. The leader is expected to be the recognized, single accountable voice…
Job Description
Airbnb is hiring a Senior Manager, Quality, Volume Tiers, a senior leadership role that owns the quality program for the busiest Community Support functions across the business. The portfolio covers Global English and Rest of World support, which spans nine languages, plus Elevated Support across several service tiers delivered by a global partner network that operates around the clock. The leader is expected to be the recognized, single accountable voice on quality for this portfolio.
The work combines strategy and execution. It includes unifying fragmented QA frameworks into one operating model, overseeing QA evaluations at partner sites worldwide, and running root cause analysis that goes beyond individual agent coaching. The role also covers evaluator audit controls, automated KPI reporting, unified analysis of NPS detractors, a partner QA performance scorecard, and the rollout of AutoQA with Observe.AI. The leader will oversee a worldwide group made up of partner quality leads and insights analysts.
The position is remote eligible in Canada. Applicants have to reside in a Canadian province where the company holds a registered entity; the posting names Saskatchewan, Alberta, Quebec, British Columbia, and Ontario as current options. Occasional office days or offsite attendance may be included, as agreed with the manager. The posting describes the role as newly created and not a backfill. The base pay range is CAD 160,000 to 200,000 per year, and bonus, equity, benefits, and travel credits may also apply to this role.
Responsibilities
- Own the Volume Tier quality strategy and align it with stakeholders across the business
- Merge QA frameworks for Global English and Rest of World into one operating model
- Represent Volume Tier quality in business reviews and planning forums, raising issues early
- Oversee QA evaluations at every Volume Tier partner site
- Run root cause analysis and convert the results into changes to products, workflows, and policies
- Design audit controls for evaluators, including sampling, alignment thresholds, and remediation
- Ensure every evaluation ends in a documented coaching action and track whether performance improves
- Automate KPI reporting across sites, tiers, and languages
- Create a partner QA performance scorecard with clear accountability
- Lead AutoQA deployment with Observe.AI alongside the platform team
- Set up an accountability model for AI-based quality tooling and its workflows
- Oversee a team spread across the world, including partner quality leads and insights analysts
Requirements
- Twelve-plus years in community support, QA, or contact center work, personally accountable for large multilingual programs
- More than five years leading QA groups spread worldwide, across languages, regions, and vendor partners, in round-the-clock support
- Hands-on QA software skills, covering scorecard builds, calibration tools, and automated QA rollouts
- Deep knowledge of quality methods such as COPC, AQS, Six Sigma, and Lean, applied to high-volume support
- Proven results in overhauling quality programs and lifting NPS, CSAT, and calibration scores
- Experience deploying or scaling AI or ML assisted QA tools
- Strong executive presence and the ability to influence senior stakeholders
- Experience with vendor partner governance, including calibration oversight, improvement plans, and escalation frameworks
- A bachelor's-level education or equivalent work experience
Qualifications
- MBA or Master's degree is preferred
- COPC certification is preferred, and so is a Six Sigma belt at green or black level
- Experience with Observe.AI
- Experience in organizational design, change initiatives, or program leadership inside a fast-growing tech company
- Experience governing outsourced partners at scale, including groups of more than a thousand staff across many sites and regions
Core Skills
Benefits
- May be eligible for bonus and equity
- May be eligible for Employee Travel Credits
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where can this role be based?
The posting lists it as Canada, remote eligible. Applicants have to reside in a Canadian province where the company holds a registered entity, and the posting names Saskatchewan, Alberta, Quebec, British Columbia, and Ontario as current options.
What is the base pay?
The listed base range is CAD 160,000 to 200,000 per year. Final pay depends on items like experience, transferable skills, and market demands.
Is in-person work required?
The posting says occasional office work or offsite attendance may be included, as agreed with the manager.
What experience is required?
The posting asks for 12+ years in support, QA, or contact center operations, including more than five years running QA groups across regions.
Is this a new position?
Yes. According to the posting, this is new headcount rather than a replacement for someone who left.
Sample Interview Questions
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