高量级批次高级质量总监

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 Principal Quality Director for High-Volume Tiers is the single person accountable for quality measurement, data and continuous improvement for all of Airbnb's highest-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 levels: resolutions 1, 2 and 3, Dedicated Service Support (DSS), Dedicated Host Managed Support (DMHS), and they are supported by a global network of partners operating around the clock in dozens of languages.

**Your contribution:**

This is a senior leadership position at the intersection of strategy and execution. The Principal Quality Director will eliminate silos within the quality organization, establish a unified operating model and use AI-based tools to develop quality data. This person will work closely with service delivery, training, business process improvement and other stakeholder teams to ensure alignment on priorities, resolve issues and ensure that Airbnb provides its global partner network with a unified set of priorities.

The selected candidate will establish themselves as a credible partner to stakeholders and will act as the quality spokesperson for the high-volume tiers portfolio internally.

**A typical day:**

**Strategic leadership and program ownership**

- Own and execute the quality strategy for the high-volume tiers around several core priorities: eliminating silos, aligning with stakeholders, defining a clear operating model and delivering 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 customer recommendation scores and conflicting quality signals.
- Present high-volume tier quality during weekly, monthly and quarterly business review meetings and in cross-functional planning forums, and provide a proactive, narrative perspective that gives leadership visibility before issues are raised during operational reviews.

**Quality measurement and execution**

- Oversee the execution of quality assurance evaluation across all partner sites in the high-volume tiers worldwide, ensuring consistent application of quality assurance processes and frameworks.
- Conduct root cause analyses of systemic failures, translating quality assurance findings into recommendations on products, processes and policies that go beyond coaching agents.
- Formalize auditor auditing as a continuous control: define sample selection, alignment thresholds, root cause analysis and corrective processes at the evaluator level.
- Ensure every evaluation ends with a formalized coaching measure and implement follow-up mechanisms to determine whether this coaching leads to performance improvement over time.

**Insights, reporting and stakeholder partnership**

- Establish automated key performance indicator reporting for all sites, all tiers and all languages of the high-volume tiers by eliminating manual processes.
- Unify the analysis of poor customer recommendation scores across the Global English and Rest of World programs to highlight overall trends in real time.
- Develop a partner quality assurance performance scorecard by clearly defining responsibilities for calibration accuracy, evaluation completeness, critical error detection and coaching effectiveness.

**AI and technology implementation**

- Lead the rollout of AutoQA (via Observe.AI) across all high-volume tiers, and work 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 empower the team regarding the quality of outcomes, information delivery 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 accountability 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 an around-the-clock 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 expertise in form design, calibration management and deployment of automated quality assurance.
- In-depth expertise in quality methodologies (COPC, AQS, Six Sigma, Lean), with a proven ability to apply them to complex, high-volume support environments.
- A proven track record in leading quality transformation, consolidating fragmented programs, measurably improving customer recommendation or customer satisfaction scores, and calibrating quality assurance.
- Experience deploying or scaling AI- or ML-assisted QA tools (AutoQA, predictive customer recommendation or satisfaction scores).
- Strong leadership skills: ability to influence senior stakeholders, present a unified quality message in executive forums and foster alignment among stakeholders.
- Experience managing vendor partner governance: oversight of calibration, performance improvement plans and escalation frameworks.

**Nice to have**

- 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 technology environment.
- Experience within, or in close collaboration with, large-scale BPO/vendor governance models (more than 1,000 partner FTEs across multiple sites and geographies).

**Your location:**

Because of the nature of this role, the selected candidate must be based in Canada in order to perform the work. Currently, employees may be located in: British Columbia, Ontario, Quebec, Alberta or Saskatchewan. This list is continuously updated; please check with us whether the provinces where you live are on the list. If this role 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 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 offer an inclusive application and interview process for people with disabilities. If you are a candidate with a disability and need 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 help you through the recruitment process.

We ask that you contact us only if you are a candidate whose disability prevents you from completing our online application.

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_We use automated tools to help our recruiting team review a large number of applications efficiently. All final hiring decisions are made by a human._

_This role is newly created and does not replace or fill an existing position._

**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.