Searching for senior management roles in remote work? The Senior Manager, Quality, Volume Tiers position at Airbnb offers a unique opportunity to lead quality strategies while working from home.
About the Role
In this senior leadership role, you will be responsible for overseeing quality measurement and continuous improvement across Airbnb's high-volume Community Support functions, ensuring a unified approach to quality across multiple languages and regions.
About the Company
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.
Why This Job Stands Out
- Lead quality initiatives for a globally recognized brand in a fully remote role
- Opportunity to shape and drive quality strategies that impact millions of users
- Work with a diverse, globally distributed team and foster a collaborative culture
Job Insights
RoleSenior Manager, Quality, Volume Tiers
Work TypeRemote work from home job
IndustryManagement and Finance
Who This Job Is For
- Experienced professionals seeking senior management remote jobs in quality assurance
- Candidates with a strong background in customer support and quality methodologies looking for a leadership role
- Individuals who thrive in remote work environments and have a passion for driving quality improvements
What You Will Do
- Own and execute the Volume Tier quality strategy, aligning with critical priorities and breaking down silos
- Consolidate QA frameworks across Global English and Rest of World into a unified operating model
- Oversee QA evaluation execution globally, ensuring consistent application of quality processes
- Lead root cause analysis on systemic failures and translate findings into actionable recommendations
- Establish automated KPI reporting and unify NPS detractor analysis across all sites and languages
What They Are Looking For
Skills & Experience
- 12+ years in Customer/Community Support, Quality Assurance, or Contact Center Operations
- 5+ years managing globally distributed QA teams in a 24/7 support environment
- Experience with QA tooling platforms and quality methodologies such as COPC, AQS, and Six Sigma
What They Expect
- Demonstrated ability to influence senior stakeholders and present quality narratives
- Experience in managing vendor partner governance and performance improvement plans
- Strong executive presence and ability to foster a collaborative team culture
What They Offer
- Competitive salary range of $160,000,$200,000 CAD annually
- Bonus and equity opportunities
- Comprehensive benefits package
- Employee travel credits
Tips for Applicants
- Highlight your experience in managing large-scale QA programs in your application
- Showcase your familiarity with AI tools and quality methodologies in your resume
- Demonstrate your leadership skills and ability to influence stakeholders in your cover letter
Frequently Asked Questions
What are the remote work requirements for this role?
Candidates must reside in a province where Airbnb Canada, Inc. has a registered entity, such as Ontario, British Columbia, Quebec, Alberta, or Saskatchewan.
Is there a specific educational requirement for this position?
A Bachelor's Degree or equivalent experience is required, with an MBA or Masters preferred.
What is the salary range for this role?
The annual salary range for this position is $160,000,$200,000 CAD, dependent on various factors.
