Senior Manager, Quality, Volume Tiers

Ireland · Canada · EUR 128-160 / year · 5+ years experience · Posted Oct 5, 2026

At a glance

The Senior Quality Lead, Volume Tiers is the single accountable leader for quality measurement, insights, and continuous improvement across Airbnb's highest-volume Community Support functions.
This role owns the end-to-end quality program for Global English, Rest of World, and Elevated Support across multiple service tiers and global partner networks.
This is a senior leadership role operating at the intersection of strategy and execution to establish a unified operating model and leverage AI-powered tools.

Own and execute the Volume Tier quality strategy aligned to critical priorities such as breaking silos, aligning with stakeholders, defining a clear operating model, and driving measurable impact.
Consolidate fragmented QA frameworks across GE and ROW into a unified operating model, eliminating inconsistent processes and divergent NPS detractor approaches.
Represent Volume Tier quality in WBRs, MBRs, QBRs, and cross-functional planning forums with a proactive, narrative-led perspective.
Oversee QA evaluation execution across all Volume Tier 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.
Formalize Audit the Auditor as an ongoing control by defining sample selection, alignment thresholds, root cause review, and evaluator-level remediation processes.
Ensure every evaluation closes with a documented coaching action and build tracking mechanisms to measure performance improvement over time.
Establish automated KPI reporting across all Volume Tier sites, tiers, and languages.
Lead the deployment of AutoQA (via Observe.AI) across Volume Tiers and partner with the Platform team to ensure appropriate sequencing.
Lead a globally distributed team of Partner Quality Leads and Quality Insights Analysts while fostering a One-Quality-Team culture.

12+ years of experience in Customer/Community Support, Quality Assurance, or Contact Center Operations, with direct accountability for large-scale, multilingual QA programs.
5+ years managing globally distributed QA teams across multiple languages, regions, and partner organizations in a 24/7 support environment.
Bachelor's Degree or equivalent experience, preferably in related field; MBA or Masters preferred.
Experience with QA tooling platforms, including hands-on ownership of form design, calibration management, and AutoQA deployment.
Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean), with a proven ability to apply them to high-volume, complex support environments.
Demonstrated track record of leading quality transformation, consolidating fragmented programs, driving measurable improvement in NPS/CSAT, and QA calibrations.
Experience deploying or scaling AI/ML assisted QA tools (AutoQA, predictive NPS/CSAT).
Strong executive presence with the ability to influence senior stakeholders and drive alignment.
Experience managing vendor partner governance including calibration oversight, performance improvement plans, and escalation frameworks.

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).