Greenhouse ·
full-timeManager, Quality, Aircover
Airbnb · Canada
Airbnb operates a global platform connecting hosts and travelers for unique stays and experiences. This role involves leading the quality program for AirCover, the company's host protection and property damage insurance product. As a senior quality leader, you will be responsible for overseeing complex claim review workflows that carry significant financial exposure. Your day-to-day responsibilities will include defining quality strategies, managing global quality assurance execution across internal and partner sites, and conducting root cause analysis on systemic failures. You will also lead the integration of AI and AutoQA tools to streamline reporting and improve decision accuracy. The position requires frequent engagement with executive stakeholders to report on performance, emerging risks, and operational alignment. This role is well-suited for a seasoned professional with extensive experience in customer support, insurance claims, or financial services quality management. Successful candidates will possess deep knowledge of quality methodologies like COPC or Six Sigma and have a proven track record of managing globally distributed teams within high-volume, high-stakes operational environments.
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: This Senior Quality Lead will own the quality program for AirCover. AirCover is Airbnb's host protection and property damage insurance product, handling claim reviews at global scale with direct financial exposure in every case. The Difference You Will Make: This function requires a quality leader who can operate rigorously in environments where the stakes of a wrong answer are high, the workflows are complex, and quality measurement must go beyond behavioral compliance to evaluate decision accuracy and defensibility. A Typical Day: Strategic Leadership & Program Ownership Own and execute the quality strategy for AirCover, aligned to the evolving needs of the business. Serve as the single accountable Quality leader for AirCover. Establish and optimize operating models and frameworks that are COPC-aligned. Represent quality in WBRs, MBRs, QBRs, and executive reviews; deliver a proactive narrative that surfaces emerging risks. Measurement & Quality Execution Oversee QA evaluation execution across AirCover, internally and at BPO partner sites globally, ensuring consistent application of QA processes and frameworks. Lead root cause analysis on systemic failures, translating QA findings into product, process, and policy recommendations that go beyond agent-level coaching. Define sample selection, alignment thresholds, root cause review, and evaluator-level remediation processes. Ensure evaluations close with a documented coaching action; build the tracking mechanisms to measure whether coaching is translating into performance improvement over time. Insights, Reporting & Stakeholder Partnership Build and maintain the executive escalation quality framework; ensure high-severity AirCover cases are evaluated. Implement an NPS/predictive NPS detractor analysis framework, ensuring global patterns surface in real time. Build a Partner QA Performance Scorecard, establishing clear accountability for Calibration Accuracy, Evaluation Completeness, Critical Error Detection, Coaching Effectiveness. AI, AutoQA & Technology Enablement Establish automated KPI reporting, eliminating manual processes. Drive AutoQA adoption, with particular focus on the attributes unique to AirCover interactions. Champion AI and analytics tools for Specialty insight generation and reporting. People & Culture Leadership Stabilize the AirCover quality team; a globally distributed team. Foster a One-Quality-Team culture that eliminates the cross-team divides: shared best practices, cross-regional learning, and proactive knowledge sharing. Set high expectations and hold the team accountable for output quality, insight delivery, and stakeholder engagement. Partner closely with peers to ensure one consistent quality voice across the portfolio. Build a trusted partnership with AirCover operational leadership to ensure consistent alignment and to address emerging issues. Your Expertise: 10+ years in Customer Support, Quality Assurance, or Operations, with demonstrated experience leading quality programs in back-office, insurance claims, or financial services. 5+ years managing quality teams, including direct management of Quality Analysts or Quality Leads in a global, partner-based support organization. Bachelor's Degree, preferably in related field required; MBA or Masters preferred. Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean), with a proven ability to apply them to high-volume, complex support environments. Experience with QA tooling platforms, including hands-on ownership of form design, calibration management, and AutoQA deployment. Proven ability to build trusted relationships with operational stakeholders. Comfortable operating in ambiguous environments. Strong analytical skills; able to derive insight from QA data, build defensible narratives for operational leadership, and distinguish agent-level issues from systemic failures. Preferred COPC certification; Six Sigma Green or Black Belt. Experience with Observe.AI. Background in program management, change management, or organizational design within a high-growth tech environment. Experience working in or closely with BPO/vendor governance models at scale (1,000+ partner FTEs across multiple sites and geographies). Direct experience with insurance claims quality, or AirCover-equivalent protection product environments, including accuracy-based evaluation design and defensibility standards. Your Location: This position is Canada - 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 Eli
| Role | Quality Manager, Aircover |
|---|---|
| Company | Airbnb |
| Location | Canada |
| Compensation | Not disclosed |
| Posted | 2026-09-30 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4About Airbnb
Airbnb is a global platform that facilitates travel and accommodation by connecting guests with hosts. Since its inception in 2007, the company has grown from its first three guests to hosting 1.5 billion arrivals. The platform operates through a network of 5 million hosts who provide lodging options to travelers worldwide. Airbnb maintains a global creative community and emphasizes a flexible work environment for its employees, allowing them to live and work in various locations where regulations permit.
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