Senior Manager, Quality, Specialty

Airbnb·United Statessenior

En corto

→Liderazgo estratégico en calidad para funciones de soporte de alto riesgo (seguridad, soporte premium, CS Labs).
→Enfocado en prevención real de daño, no solo cumplimiento de normas.
→Líder clave en la implementación de AutoQA y marcos de IA responsable en soporte especializado.

Proficiency in English is required for this role.

En ~1 minuto te damos: quién te entrevista, las preguntas probables con respuestas desde tu CV, y tu CV adaptado a esta vacante. Gratis, sin tarjeta.

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¿Qué piden?

✓Liderazgo en programas de calidad en entornos de alto riesgo y complejidad.
✓Experiencia en análisis de causas raíz y traducción de hallazgos en mejoras de producto, proceso y política.
✓Capacidad para construir modelos de calidad con gobernanza compartida y estándares consistentes.
✓Experiencia en supervisión global de evaluación de calidad (QA) y auditorías.
✓Conocimiento avanzado en métricas de impacto, NPS predictivo y scorecards de rendimiento.
✓Acreditación en marcos de IA responsable y calidad de modelos automatizados.

¿No cumplís todo? Es lo normal — tu dossier gratis te dice qué gaps tenés y cómo cubrirlos en la entrevista.

WBRsMBRsQBRsRoot Cause AnalysisAutoQAAI-model errorsCS LabsNPS/predictive NPSCalibration AccuracyCoaching Effectiveness

¿A quién escribirle en Airbnb?

Tu dossier gratis identifica a las personas que te entrevistarían — con su background, qué valoran y cómo escribirles para destacar antes de aplicar.

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: The Senior Quality Lead, Specialty is a newly created senior leadership role accountable for the quality program across several high stakes, high complexity Community Support functions: Safety, Premium Support, and CS Labs. These are not high-volume, routine support queues, they are the functions that handle sensitive guest and host interactions, carry high regulatory and reputational exposure, and demand a quality leader who understands the difference between behavioral compliance and genuine harm prevention. The Difference You Will Make: The successful candidate will arrive with a clear point of view on what world-class quality looks like in high-complexity, high-stakes support environments. A Typical Day: Strategic Leadership & Program Ownership • Own 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. • Establish quality operating models with shared governance, consistent calibration standards, and clear accountability frameworks, while preserving the differentiation that each function requires. • Represent Specialty quality in WBRs, MBRs, QBRs, and executive reviews; deliver a proactive narrative that surfaces emerging risks. Measurement & Quality Execution • Oversee QA evaluation execution across all Specialty functions and 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. • Formalize Audit the Auditor as an ongoing control: define sample selection, alignment thresholds, root cause review, and evaluator-level remediation processes. • Ensure every evaluation closes with a documented coaching action; build the tracking mechanisms to measure whether coaching is translating into performance improvement over time. Insights, Reporting & Stakeholder Partnership • Establish automated KPI reporting across all Speciality functions, eliminating manual processes. • 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 • Drive AutoQA adoption across Specialty tiers, with particular focus on the attributes unique to Safety. • Govern the Responsible AI quality framework within Specialty: establish how Quality identifies, classifies, and escalates AI-model errors via CS Labs, and ensure this process is consistently

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