Strategic Quality Manager

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 Customer (VOC) Survey - Own AQS wording, Detractor Analyses
  • The Executive Escalations analytic and quality-improvement programs
    • Identify root causes, trending and teams and drive reductions in Executive Escalations
  • The Process Improvement Platform Process
    • Oversee implementation of improvements across Atrium, Workflows, Nova Guides, etc.
    • Lead Quality Improvement channels: EE Deep Dives, QI Reviews, VOA

Leadership & Engagement

• Partner with the Director of Global Quality to establish and execute against the Quality strategy across Global Operations.
• Coordinate cross-functional efforts by the Quality team to support the quality improvements across the Business Units
• Lead a team of program managers focused on establishing quality metrics and leading improvement projects across Global Operations
• Lead Quality improvement efforts related to Hotel Tonight
• Responsible for setting the strategy to drive improved quality performance across all Business Units and partner quality teams.
• Responsible for the outcomes of all action plans and glide paths ensuring our high standards of Quality are being met across business units.
• Drive Quality team engagement by clearly connecting the work of the team to the mission of Airbnb and our CS strategy to deliver exceptional service while prioritizing quality.
• Set clear outcomes and key results aligned to the Business Units' strategy and Quality program deliverables and report on regional performance and impact of the team
• Enable the team by providing guidance, mentoring and coaching in pursuit of outcomes.
• Contribute to the continuous improvement of the global Quality program through partner and internal stakeholder feedback and administration
• Lead and/or participate in subject matter expertise specific and/or company wide projects that may be assigned by leadership.

Operations & Planning

• Engage with internal and partner stakeholders to ensure understanding of the Quality strategy and mission to help drive quality within CS. 
• Identify continuous improvement opportunities within the program and internal quality team administering the program.
• Work with the Director of Global Quality to ensure headcount needs are met for all projects and GO wide initiatives
• Provide subject matter expertise to all Quality programs and projects being developed to ensure all regional nuances are met and accounted for globally.
• Track, monitor and drive quality performance across all regions through each regional quality team.
• Ensure insights from all MBR, QBR and ABR Quality actions are consolidated, acted upon and have the anticipated outcome.
• Provide regular and timely regional performance updates with improvement recommendations to the Regional Directors responsible for partner and internal performance and the Partner Management ROM to help improve regional quality performance

Your Expertise:

• Experience: 8-10 years experience in an operations environment with at least 4+ in a leadership position, including people management 
• Communication and influence: Communicate vision and concepts clearly and persuasively across various leadership levels including executive-level. Communication with impact to large and senior internal or external audiences. Ability to provide clear direction to teams and clear communication of impact. 
• Community Focus: Passionate about delivering world class customer support, seeks to understand stakeholders' needs through feedback, balancing the needs of customers, employees, and Airbnb in business decision-making. 
• Strategic:  Delivers vision and strategy that balances strategic transformation initiatives alongside iterative improvement. 
• Partnership and collaboration:  Builds trusted collaborative relationships with others ensuring strong stakeholder engagement and robustness of any proposed solutions. 
• Analytical thinking: Develops in-depth understanding of customer needs and makes decisions using quantitative and qualitative insights. Leverages data and insight driven experimentation approaches to discover opportunities to improve and innovate through test and learn. 
• Leadership skills: proven track record in delivering impact in a multicultural global team in a fast paced environment. 
• Program leadership and execution: Proven strong program development and management skills, preferably within a large global organization.
• Relevant expertise: Ability to effectively inform high-quality content related to clinical skills and customer care.
• Strong business acumen, including problem solving and critical thinking skills.

Travel requirements: Global travel required (up to 40%) in a post-Covid pandemic world.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

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: [email protected]. 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.