Get an Airbnb for every kind of trip → 8 million vacation rentals → 2 million Guest Favorites → 220+ countries and regions worldwide. Backed by General Catalyst, Greylock and Kleiner Perkins.
About the role
We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application. 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 is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
What they're looking for
- 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
- 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
More about this role
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 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 successful candidate will arrive with a clear point of view on what world-class quality looks like in high-complexity, high-stakes support environments.
- Own and execute the Speciality quality strategy aligned to several critical priorities: breaking silos, aligning with stakeholders, defining a clear operating...
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