Strategic Quality Manager

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 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 You Will Join: 

The Community Support Team within Global Operations is the voice of the Airbnb brand, with over 20,000 ambassadors supporting our community and providing the glue that helps power millions of experiences and a sense of community and belonging for guests and hosts on our platform each year. Our organization deeply believes in providing a frictionless experience at scale, works across the company to ensure the support experience is integrated across the entire lifecycle, and endeavors to make support a secret weapon and strategic differentiator for our brand.

The Difference You Will Make:

The CS Strategic Quality Manager is responsible for establishing and implementing the strategic vision for quality across the key business units in Global Operations. This will include developing the strategic vision to expand quality efforts across Community Support, AirCover, Trust, Payments and Privacy. This will also entail establishing and executing a strategic plan to greatly expand the current quality efforts that are currently primarily focused on ambassadors (People) to include Process, Product/Tools and Policy. This will be a significant expansion and transformation of the Quality efforts.

A Typical Day: 

Lead the 3 Strategic Pillars:

• Establishing GO Quality Metrics that directly measure user quality:
  • Establish a GO-wide Quality Council with representation from all BUs, BPI, CM, ACC, etc.
  • Establish the Global Operations Quality Scorecard
  • Incorporate CSAT/CES, User Sentiment, Agent Behavior and Agent QA Scores across Global Operations Business Units
  • Bring forward Quality Scorecard results in leadership forums
  • Identify appropriate metrics, review performance and drive improvement efforts using customer and operational data across Global Operations.
• Identify areas of improvement across BUs:
  • Coordinate projects across the Quality team that drive improvement in the GO Quality Metrics
  • Expand continuous improvement across Process, Product, Policy and People
  • Lead three Quality Improvement channels: EE Deep Dives, QI Reviews, Intake Process
  • Lead MBRs with each Business Unit that focuses on Quality performance and improvement efforts
  • Coordinate prioritization and execution of Quality-led projects across Global Operations that drive improvements in GO Quality metrics
  • Own the partnership with ACC and responsibility to ensure alignment of responsibilities and practices across the team
  • Coordinate with the Deep Dive team to continuously identify areas of improvement in Process, Product, Policy and People through deep dives into Executive Escalations, operational and user issues
• Uplevel the capability of the Quality team:
  • Establish Six Sigma training across the Quality team
  • Define, manage and scale a skills development program with the intent to uplevel the capabilities of the quality team.
  • Identify opportunities to utilize and improve existing frameworks across existing SS programs at Airbnb. 
  • Create foundation for Six Sigma practices to be implemented within the work of the quality team in a repeatable and scalable way. 

In addition, support the following:

• Own CS NPS/CSAT/AQS metric performance
  • Lead Quality improvements across CS
  • Support the rollout of the Quality revamp program in 2024 and stabilization in 1H 2025
  • Provide thought leadership across CS on improving NPS/CSAT
  • Support the creation of necessary dashboards (Quality Dashboard, SWF) as needed
• Lead the CS Quality Forums for Global English, EMEA and CJK
  • Provide thought leadership and support for the Quality Managers and Analysts in identifying areas of poor partner performance, ambassador-level performance and areas of improvement
  • Ensure the QA Form, sentiment and text mining are driving improvements in NPS
  • Align with CSA on overall strategy to drive NPS
• Provide oversight and strategic direction for:
  • The CS Voice of the Ambassador (VOA) Survey - oversee ongoing analytics, insights and impact
  • Quality inputs on CS Voice of the C