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 Community Support (CS) Strategic Quality Manager will be the Quality lead for Community Support Global English and the primary lead and point of contact with the Global English Operations (Delivery) team focused on providing world class service to our Guests and Hosts worldwide. In this role the Strategic Quality Manager will help lead and manage the quality effort including the QA form, agent coaching and feedback, global management of our Quality Global English QA workforce and providing insights to the Operations team to drive improved quality across the agent network, process, policies and products/tools.

Additionally the CS Strategic Quality Manager will help provide management for Global English to QA Partner Leads and QA Ops Lead. They will manage the execution of the global Quality program across Global English in cooperation with the Leads at both partner and internal sites. They will be responsible for driving regional performance through Quality initiatives. This will range from helping to develop site specific action plans to help drive up NPS, to specific development of Quality tips for each site to drive quality improvements and performance. 

The CS Strategic Quality Manager will directly support the Global English Delivery Director in driving increased quality NPS, CSAT and operational performance across the Global English platform.

A Typical Day: 

• Lead strong improvements in customer support quality across the entire Global English network of Community Support
• Execute and help drive the Airbnb global quality strategy and implementation framework for Global English.
• Support Global English implementation of the necessary QA processes, support structure and quality metrics in line with Industry best-practices (e.g. COPC) that drive performance.
• Provide Global English Quality representation to other shared services teams ensuring quality is an integral part of the continuous improvement framework in CS Operations.
• Set the high bar standard Global English to help develop a culture where quality is a core principle of CS operations and is advocated by all.
• Provide Global English reporting on quality program status, performance, hiring, onboarding and outcomes to the Global Community Support Quality Manager on a regular basis.
• Develop a fully trained, high performing, motivated and empowered Global English Quality  team.
• Ensure the proper Quality team support of the Global English launch of a new service partner.
• Work with Partner Management teams across Global English to address escalated issues, dips in performance and the roll out of new Quality initiatives to drive performance.

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
• Support new CS project launches (new tiers of support or product expansions)

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.