Quality Standards Lead

Summary

Join Airbnb's growing Supply Quality Team as a Quality Standards Lead and lead global quality and standards initiatives to improve the quality of Airbnb's supply. You will leverage expertise and industry best practices to manage end-to-end programs, ensuring exceptional guest experiences. Based in the US Pacific Time Zone, this role is not eligible for relocation support but is remote eligible (with some exceptions). The position requires 10+ years of experience in quality operations, management consulting, or project management, along with strong analytical and communication skills. You will design, implement, and manage quality requirements, measure supply performance, and collaborate with cross-functional teams globally. The role offers a competitive salary and may include bonus, equity, benefits, and Employee Travel Credits.

Requirements

• 10+ years of work experience in quality operations, management consulting, and/or project management
• Deep expertise in global operational initiatives with a track record of defining and delivering on key business objectives with impactful results
• Hands-on approach of getting things done with a sense of urgency and quickly adapting priorities to unexpected changes to achieve project goals and objectives
• Proven track record navigating a matrixed organization and building senior relationships to achieve goals with cross-functional teams, including product, sales & account management, data science, and policy
• Strong analytical skills, including creating and using data, to understand problems, communicate opportunities, and make informed decisions;. SQL knowledge is a plus
• Ability to make decisions balancing short-term gains with long-term strategic positioning
• Excellent organizational skills with high attention to detail and quality
• Excellent written and verbal communication skills, excellent presentation skills
• Intellectually curious, open-minded self-starter who is comfortable with ambiguity and risk and excited by dynamic change

Responsibilities

• Design, build, implement, and manage quality requirements across Airbnb’s supply types
• Measure and analyze supply performance, in close partnership with Data Science and Product
• Develop and run scaled campaigns to uplevel and/or enforce on quality
• Identify and close ongoing gaps in quality management across the business
• Collaborate with counterparts in other functions and offices globally to share insights and work on global and cross-functional initiatives
• Manage quality escalations operations and supporting agent team as needed

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits