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.