Joblaze summary

The Senior Manager of Quality at Airbnb is responsible for overseeing the quality program across various business functions, ensuring that standards are met through a combination of traditional QA frameworks and AI-driven solutions. This role requires expertise in quality methodologies and experience in managing large, distributed teams while implementing AI-assisted quality assurance processes. It is suited for a senior leader with a background in customer support or operations, particularly in regulated environments, who can influence stakeholders and drive cross-functional alignment. The position plays a critical role in the company's quality transformation efforts, including the migratio

Joblaze insights

Listed yesterday — first seen on Joblaze November 8, 2026. Last confirmed on Airbnb's careers page November 8, 2026.
Starts above 1% of 677 comparable senior management roles we track (median $150,000 across 151 companies).
AI/ML appears in 4.1% of 73 comparable senior management roles in India.

Quick facts

What's the salary range?: Airbnb lists INR 5,900,000–INR 8,500,000 for this role.
What's the tech stack?: Joblaze extracted these technologies from the posting: AI/ML, AQS, AutoQA, COPC, Lean, Six Sigma.
What seniority level is this role?: Airbnb targets senior candidates for this position.
Is this full-time or contract?: Full-time for this Senior Manager, Quality role at Airbnb.

From the original posting

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 Quality team ensures that Community Support, AirCover, Payments, Compliance, and Supply operations consistently meet the highest standards, blending rigorous QA frameworks with AI-enabled AutoQA to catch issues early, protect trust, and keep experiences safe and reliable at global scale.

The Difference You Will Make:

This senior leader is accountable for the end-to-end quality program at the Airbnb Capability Center (ACC), which spans multiple business functions:

Community Support - Volume Tiers, Safety, Premium Support, CS Labs Annotation, Regulatory Response, Payments, and Executive Escalations
AirCover
Compliance/ZTP
Payments Risk & Ops
Supply

This leader oversees a team of ~71 employees, with seven direct reports, and carries quality accountability for both internal ACC teams and a network of external partner/vendor sites.

Additionally, this leader needs to support Quality transformation efforts, including:

Migration to a new quality management system
Shifting from manual QA to AI enabled AutoQA
Establishing a Human in the Loop program, that monitors AI model accuracy

The successful candidate will arrive with a clear point of view on what world-class quality looks like when AI is doing most of the volume and humans are doing the highest-judgment work; and can hold the line on the legal and ethical guardrails that come with it. This role reports to the Director of Quality for Global Operations, and represents ACC (“Airbnb India / Team India”) quality in global forums.

A Typical Day:

Strategic Leadership & Program Ownership

Own and execute the ACC quality strategy across all supported functions.
Drive alignment with the global quality framework, working in collaboration with various stakeholders, including the Quality and Delivery leadership
Represent ACC Quality in Weekly Ops Reviews, MBRs, Enablement Ops Reviews, Leadership Group Connects, and QBRs; deliver a proactive narrative that surfaces emerging risk rather than reporting lagging metrics.
Thought leadership on new programs, such as continuous calibration of AI-based Auto QA

Measurement & Quality Execution

Oversee QA evaluation execution across all ACC functions, ensuring consistent application of frameworks as the organization migrates to COPC-aligned frameworks
Operate Audit-the-Auditor as an ongoing control
Work with Delivery and other stakeholders to improve quality performance

Insights, Reporting & Stakeholder Partnership

Proactively share insights with Delivery on performance deepdives and analysis
Partner with analytical teams on anomaly-detection and quality dashboards
Implement detractor-analysis frameworks (global detractor / NPS patterns) so systemic issues surface in real time

AI, AutoQA & Technology Enablement

Drive AutoQA adoption across ACC tiers
Partner with Engineering on calibration model for AutoQA
Drive and sponsor high-value process automation at ACC

People & Culture Leadership

Lead a large team that spans multiple business functions (Volume Tier, Safety, AirCover, Compliance, Premium Support, Payments, Supply, CS Labs, Insights); grow leaders through active development planning
Foster a One-Quality-Team culture across internal ACC and partner sites: shared best practices, cross-functional calibration, and proactive knowledge sharing
Set high expectations for output quality, insight delivery, and stakeholder engagement, and hold the team accountable.
Partner closely with global Quality peers to ensure one consistent quality

Your Expertise:

Required

Experience in Customer/Community Support, Quality, Operations, or Trust & Safety, including direct experience leading quality programs in sensitive, high-stakes, or regulated support environments.
Demonstrated experience building or transforming quality programs for complex, multi-function support portfolios.
Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean) and the ability to apply them across high-volume and high-complexity support alike.
Hands-on ownership of QA tooling: form design, calibration management, and AutoQA deployment.
Experience managing globally distributed quality teams across multiple functions, languages, and partner organizations in a 24/7 environment.
Experience deploying or scaling AI/ML-assisted QA (AutoQA, predictive NPS/CSAT).
Strong executive presence: able to influence senior stakeholders, present a unified quality narrative in leadership forums, and drive cross-functional alignment.
Experience with vendor/partner governance: calibration oversight, performance-improvement plans, and escalation frameworks.
Bachelor's degree required.

Preferred

Master's degree or equivalent in Business, Operations, Law, Risk Management, Engineering, or a related field.
COPC certification; Six Sigma Green or Black Belt.
Experience with Observe.AI (and migration off legacy platforms such as NICE/Nexidia).
Background in program management, change management, or organizational design in a high-growth tech environment.
Experience operating within BPO/vendor governance models at scale (1,000+ partner FTEs across multiple sites and geographies).
Experience operating in a global capability center.

Our Commitment To Inclusion & Belonging

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is inclusive of allowances and is subject to change and may be modified in the future. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.

India Annual Pay Range

₹5,900,000—₹8,500,000 INR

Standard company text repeated across Airbnb's postings is omitted here.

Senior Manager, Quality

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