Senior Manager, Quality, Volume Tiers

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 You Will Join: The Senior Quality Lead, Volume Tiers is the single accountable leader for quality measurement, insights, and continuous improvement across Airbnb's highest-volume Community Support functions.

This role owns the end-to-end quality program for: Global English (GE) Rest of World (ROW; which is comprised of 9 different languages) Elevated Support GE and ROW span across multiple service tiers: Resolutions 1, 2, and 3, Dedicated Service Support (DSS), Dedicated Managed Host Support (DMHS); supported across a global partner network operating 24/7 in dozens of languages.

The Difference You will Make: This is a senior leadership role operating at the intersection of strategy and execution. The Senior Quality Lead will break down silos within the Quality organization, establish a unified operating model, and leverage AI-powered tools to scale quality insights.

This leader will work closely with Service Delivery, Training, Business Process Improvement, and other stakeholders to ensure alignment on priorities, remediate issues, and ensure Airbnb is providing its global partner network a unified set of priorities.

The successful candidate will establish themselves as a credible partner to stakeholders and be recognized internally as the voice of quality for the Volume Tier portfolio.

A Typical Day: Strategic Leadership & Program Ownership Own and execute the Volume Tier quality strategy aligned to several critical priorities: breaking silos, aligning with stakeholders, defining a clear operating model, and driving measurable impact. Consolidate fragmented QA frameworks across GE and ROW into a