Manager, Quality, AirCover

The Community You Will Join:

This Senior Quality Lead will own the quality program for AirCover. AirCover is Airbnb's host protection and property damage insurance product, handling claim reviews at global scale with direct financial exposure in every case.

The Difference You Will Make:

This function requires a quality leader who can operate rigorously in environments where the stakes of a wrong answer are high, the workflows are complex, and quality measurement must go beyond behavioral compliance to evaluate decision accuracy and defensibility.

A Typical Day:

Strategic Leadership & Program Ownership

• Own and execute the quality strategy for AirCover, aligned to the evolving needs of the business.
• Serve as the single accountable Quality leader for AirCover.
• Establish and optimize operating models and frameworks that are COPC-aligned.
• Represent quality in WBRs, MBRs, QBRs, and executive reviews; deliver a proactive narrative that surfaces emerging risks.

Measurement & Quality Execution

• Oversee QA evaluation execution across AirCover, internally and at BPO partner sites globally, ensuring consistent application of QA processes and frameworks.
• Lead root cause analysis on systemic failures, translating QA findings into product, process, and policy recommendations that go beyond agent-level coaching.
• Define sample selection, alignment thresholds, root cause review, and evaluator-level remediation processes.
• Ensure evaluations close with a documented coaching action; build the tracking mechanisms to measure whether coaching is translating into performance improvement over time.

Insights, Reporting & Stakeholder Partnership

• Build and maintain the executive escalation quality framework; ensure high-severity AirCover cases are evaluated.
• Implement an NPS/predictive NPS detractor analysis framework, ensuring global patterns surface in real time.
• Build a Partner QA Performance Scorecard, establishing clear accountability for Calibration Accuracy, Evaluation Completeness, Critical Error Detection, Coaching Effectiveness.

AI, AutoQA & Technology Enablement

• Establish automated KPI reporting, eliminating manual processes.
• Drive AutoQA adoption, with particular focus on the attributes unique to AirCover interactions.
• Champion AI and analytics tools for Specialty insight generation and reporting.

People & Culture Leadership

• Stabilize the AirCover quality team; a globally distributed team.
• Foster a One-Quality-Team culture that eliminates the cross-team divides: shared best practices, cross-regional learning, and proactive knowledge sharing.
• Set high expectations and hold the team accountable for output quality, insight delivery, and stakeholder engagement.
• Partner closely with peers to ensure one consistent quality voice across the portfolio.
• Build a trusted partnership with AirCover operational leadership to ensure consistent alignment and to address emerging issues.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

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

This role is newly created and does not replace or backfill 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

$128,000—$160,000 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 or @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.