Airbnb6 дней назад
Manager, Quality, AirCover
Зарплата не указана
РЫНОК
13 634 ₽медиана по профессии
Tech Lead / Team Lead · 356 вакансий с указанной зарплатой
5 092половина предложений: 9 708–18 1041,2 млн
Работодатель не указал зарплату — сравните с рынком сами.
Canada
Обязанности
- 01Own and execute the quality strategy for AirCover
- 02Serve as the single accountable Quality leader for AirCover
- 03Establish and optimize operating models and frameworks that are COPC-aligned
- 04Represent quality in WBRs, MBRs, QBRs, and executive reviews
- 05Oversee QA evaluation execution across AirCover, internally and at BPO partner sites globally
- 06Lead root cause analysis on systemic failures
- 07Define sample selection, alignment thresholds, root cause review, and evaluator-level remediation processes
- 08Ensure evaluations close with a documented coaching action
- 09Build and maintain the executive escalation quality framework
- 10Implement an NPS/predictive NPS detractor analysis framework
- 11Build a Partner QA Performance Scorecard
- 12Establish automated KPI reporting, eliminating manual processes
- 13Drive AutoQA adoption
- 14Champion AI and analytics tools for Specialty insight generation and reporting
- 15Stabilize the AirCover quality team
- 16Foster a One-Quality-Team culture
- 17Set high expectations and hold the team accountable for output quality, insight delivery, and stakeholder engagement
- 18Build a trusted partnership with AirCover operational leadership
Требования
- 0110+ years in Customer Support, Quality Assurance, or Operations
- 025+ years managing quality teams, including direct management of Quality Analysts or Quality Leads in a global, partner-based support organization
- 03Bachelor's Degree, preferably in related field required; MBA or Masters preferred
- 04Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean)
- 05Experience with QA tooling platforms, including hands-on ownership of form design, calibration management, and AutoQA deployment
- 06Proven ability to build trusted relationships with operational stakeholders
- 07Comfortable operating in ambiguous environments
- 08Strong analytical skills
- 09Preferred COPC certification; Six Sigma Green or Black Belt
- 10Experience with Observe.AI
- 11Background in program management, change management, or organizational design within a high-growth tech environment
- 12Experience working in or closely with BPO/vendor governance models at scale (1,000+ partner FTEs across multiple sites and geographies)
- 13Direct experience with insurance claims quality, or AirCover-equivalent protection product environments
Условия
- 01Canada - Remote Eligible
- 02Occasional work at an Airbnb office or attendance at offsites
- 03Must live in a province where Airbnb Canada, Inc. has a registered entity
- 04Currently we can hire in the following provinces: Ontario, British Columbia, Quebec, Alberta, and Saskatchewan