Quality Manager, AirCover

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.

This Senior Quality Lead will own the quality program for Air Cover. Air Cover is Airbnb's host protection and property damage insurance product, handling claim reviews at global scale with direct financial exposure in every case.

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.

• Own and execute the quality strategy for Air Cover, aligned to the evolving needs of the business.
• Serve as the single accountable Quality leader for Air Cover.
• 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.

• Oversee QA evaluation execution across Air Cover, 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.

• Build and maintain the executive escalation quality framework; ensure high‑severity Air Cover 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.

• Establish automated KPI reporting, eliminating manual processes.
• Drive AutoQA adoption, with particular focus on the attributes unique to Air Cover interactions.
• Champion AI and analytics tools for Specialty insight generation and reporting.

• Stabilize the Air Cover 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 Air Cover operational leadership to ensure consistent alignment and to address emerging issues.

• 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…