Airbnb6 дней назад
Senior Manager, Quality, Specialty
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.
United States
Обязанности
- 01Own and execute the Speciality quality strategy aligned to several critical priorities: breaking silos, aligning with stakeholders, defining a clear operating model, and driving measurable impact
- 02Establish quality operating models with shared governance, consistent calibration standards, and clear accountability frameworks
- 03Represent Specialty quality in WBRs, MBRs, QBRs, and executive reviews; deliver a proactive narrative that surfaces emerging risks
- 04Oversee QA evaluation execution across all Specialty functions and partner sites globally, ensuring consistent application of QA processes and frameworks
- 05Lead root cause analysis on systemic failures, translating QA findings into product, process, and policy recommendations
- 06Formalize Audit the Auditor as an ongoing control: define sample selection, alignment thresholds, root cause review, and evaluator-level remediation processes
- 07Ensure every evaluation closes with a documented coaching action; build tracking mechanisms to measure coaching effectiveness
- 08Establish automated KPI reporting across all Speciality functions, eliminating manual processes
- 09Implement an NPS/predictive NPS detractor analysis framework, ensuring global patterns surface in real time
- 10Build a Partner QA Performance Scorecard, establishing clear accountability for Calibration Accuracy, Evaluation Completeness, Critical Error Detection, Coaching Effectiveness
- 11Drive AutoQA adoption across Specialty tiers, with particular focus on the attributes unique to Safety
- 12Govern the Responsible AI quality framework within Specialty: establish how Quality identifies, classifies, and escalates AI-model errors via CS Labs
- 13Champion AI and analytics tools for Specialty insight generation and reporting
- 14Lead a globally distributed team of Partner Quality Leads and Quality Insights Analysts
- 15Foster a One-Quality-Team culture that eliminates cross-team divides: shared best practices, cross-regional learning, and proactive knowledge sharing
Требования
- 0112+ years in Customer/Community Support, Quality, Operations, or Trust & Safety, with direct experience leading quality programs in sensitive, high-stakes, or regulated support environments
- 02Bachelor's Degree, preferably in related field required; MBA or Masters preferred
- 03Demonstrated experience building or transforming quality programs for complex, non-routine support functions
- 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
- 06Experience managing globally distributed quality teams across multiple functions, languages, and partner organizations in a 24/7 environment
- 07Experience deploying or scaling AI/ML assisted QA tools (AutoQA, predictive NPS/CSAT)
- 08Strong executive presence: able to influence senior stakeholders, present a unified quality narrative in leadership forums, and drive alignment across stakeholders
- 09Experience managing vendor partner governance: calibration oversight, performance improvement plans, and escalation frameworks
- 10Preferred COPC certification; Six Sigma Green or Black Belt
- 11Experience with Observe.AI
- 12Background in program management, change management, or organizational design within a high-growth tech environment
- 13Experience working in or closely with BPO/vendor governance models at scale (1,000+ partner FTEs across multiple sites and geographies)
Условия
- 01This position is US - Remote Eligible
- 02The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager
- 03Must live in a state where Airbnb, Inc. has a registered entity