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. Leverage your expertise and industry best practices to manage end-to-end programs, ensuring exceptional guest experiences. This role requires designing, building, and implementing quality requirements across various Airbnb supply types, measuring and analyzing supply performance, and developing scaled campaigns to enforce quality standards. You will collaborate with global counterparts and manage quality escalations. The position is US-based, remote-eligible, with occasional office work. The salary range is $154,000-$192,000 USD, and the role 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