Manager, Quality, AirCover

Role Summary

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

As Senior Quality Manager, this person will be responsible for AirCover's quality program. AirCover is Airbnb's insurance product for hosts and property damage protection. It covers claims on a global scale, with each case having a direct financial impact.

Your contribution

This role requires an individual responsible for quality, able to work rigorously in environments where the consequences of a poor decision are significant, where processes are complex and where quality measurement must go beyond adherence to expected behaviors to assess the accuracy and justification of decisions.

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 bonuses, equity, benefits, and Employee Travel Credits.

Canada Annual Pay Range

Responsibilities

Typical day

Strategic leadership and program accountability

• Support and execute the quality strategy for AirCover as business needs evolve.
• Act as sole quality manager for AirCover.
• Establish and optimize operational models and frameworks aligned with the COPC.
• Represent quality during weekly, monthly and quarterly activity reporting meetings, and with senior management, and present proactive analysis that highlights emerging risks.

Quality measurement and execution

• Oversee the execution of quality assurance assessment for all of AirCover, internally and at EPA partner sites worldwide, ensuring consistent application of quality assurance processes and frameworks.
• Conduct root cause analyzes of systemic failures, translating quality assurance findings into product, process and policy recommendations that go beyond agent support.
• Define sample selection, alignment thresholds, root cause analysis, and reviewer-level correction processes.
• Ensure that each evaluation ends with a formalized support measure and put in place monitoring mechanisms to determine whether this support results in improved performance over time.

Observations, reporting and partnership with stakeholders

• Establish and maintain the quality framework relating to the escalation of problems to management and ensure that AirCover files presenting a high level of severity are evaluated.
• Implement a CRI/Predictive CRI detractor analysis framework to ensure real-time global trends are highlighted.
• Develop a partner performance evaluation sheet in terms of quality assurance by clearly defining responsibilities relating to the accuracy of the calibration, the completeness of the evaluation, the detection of critical errors and the effectiveness of the support.

AI, automated quality assurance and technology implementation

• Establish automated KPI reports by eliminating manual processes.
• Promote the adoption of automated quality assurance with particular emphasis on the characteristics specific to AirCover interactions.
• Promote AI and analytics tools to generate specialized insights and reports.

Leadership in people and culture

• Stabilize the AirCover quality team, a team distributed around the world.
• Foster a unified team culture that eliminates gaps between teams: exchange of best practices, cross-regional learning and proactive knowledge sharing.
• Set high expectations and hold the team accountable for the quality of results, information delivery and stakeholder engagement.
• Work closely with colleagues to maintain a consistent, quality voice across the portfolio.
• Establish a trusted partnership with AirCover operational management to ensure constant alignment and resolve emerging issues.

Requirements

Your expertise

• At least 10 years of experience in customer support, quality assurance or operations, with proven experience leading quality programs in administrative services, claims or financial services.
• At least 5 years of experience managing quality teams, including direct management of Quality Analysts or Quality Managers in a global partner-based support organization.
• Bachelor's degree or equivalent experience, ideally in a related field. An MBA or Master's degree is an asset.
• Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean), with proven ability to apply them to complex, high-volume support environments.
• Experience with QA tool platforms, including hands-on mastery of form design, benchmarking management, and automated QA deployment.
• Proven ability to establish relationships of trust with operational stakeholders.
• Comfortable working in complex environments.
• Strong analytical skills, with the ability to derive insights from quality assurance data, develop strong arguments to operational management, and distinguish agent-related issues from systemic failures.

Desired

• COPC certification; Six Sigma Green Belt or Black Belt.
• Experience with Observe.AI.
• Experience in program management, change management or organizational design in a high-growth technology environment.
• Experience within or working closely with large-scale BPO/supplier governance models (1,000+ partner FTEs across multiple sites and geographies).
• Direct experience in insurance claims quality or AirCover equivalent protection product environments, including designing assessments based on accuracy and defensibility standards.

Location

Due to the nature of this position, the successful candidate will need to be based in Canada to be able to perform their work. Currently, employees can be located in: British Columbia, Ontario, Quebec, Alberta or Saskatchewan. This list is continually updated, please check with us to see 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.

About the Company

Our commitment to inclusion and belonging

Airbnb is committed to working with the broadest talent pool possible. 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 an applicant with a disability and require reasonable accommodation to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the position you are applying for, and any necessary accommodations to assist you in the recruiting process.

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

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

This position is newly created and does not replace or fill an existing position.