Be an early applicantLess than 25 applicants

Company

Airbnb · 9 hours ago

Strategic Quality Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

$185K/yr - $230K/yr

8+ years exp

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Comp. & Benefits

H1B Sponsor Likely

U.S. Citizen Only

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Responsibilities

Establishing GO Quality Metrics that directly measure user quality:

Establish a GO-wide Quality Council with representation from all BUs, BPI, CM, ACC, etc.

Establish the Global Operations Quality Scorecard

Incorporate CSAT/CES, User Sentiment, Agent Behavior and Agent QA Scores across Global Operations Business Units

Bring forward Quality Scorecard results in leadership forums

Identify appropriate metrics, review performance and drive improvement efforts using customer and operational data across Global Operations.

Identify areas of improvement across BUs:

Coordinate projects across the Quality team that drive improvement in the GO Quality Metrics

Expand continuous improvement across Process, Product, Policy and People

Lead three Quality Improvement channels: EE Deep Dives, QI Reviews, Intake Process

Lead MBRs with each Business Unit that focuses on Quality performance and improvement efforts

Coordinate prioritization and execution of Quality-led projects across Global Operations that drive improvements in GO Quality metrics

Own the partnership with ACC and responsibility to ensure alignment of responsibilities and practices across the team

Coordinate with the Deep Dive team to continuously identify areas of improvement in Process, Product, Policy and People through deep dives into Executive Escalations, operational and user issues

Uplevel the capability of the Quality team:

Establish Six Sigma training across the Quality team

Define, manage and scale a skills development program with the intent to uplevel the capabilities of the quality team.

Identify opportunities to utilize and improve existing frameworks across existing SS programs at Airbnb.

Create foundation for Six Sigma practices to be implemented within the work of the quality team in a repeatable and scalable way.

In Addition, Support The Following

Own CS NPS/CSAT/AQS metric performance

Lead Quality improvements across CS

Support the rollout of the Quality revamp program in 2024 and stabilization in 1H 2025

Provide thought leadership across CS on improving NPS/CSAT

Support the creation of necessary dashboards (Quality Dashboard, SWF) as needed

Lead the CS Quality Forums for Global English, EMEA and CJK

Provide thought leadership and support for the Quality Managers and Analysts in identifying areas of poor partner performance, ambassador-level performance and areas of improvement

Ensure the QA Form, sentiment and text mining are driving improvements in NPS

Align with CSA on overall strategy to drive NPS

Provide oversight and strategic direction for:

The CS Voice of the Ambassador (VOA) Survey - oversee ongoing analytics, insights and impact

Quality inputs on CS Voice of the Customer (VOC) Survey - Own AQS wording, Detractor Analyses

The Executive Escalations analytic and quality-improvement programs

Identify root causes, trending and teams and drive reductions in Executive Escalations

The Process Improvement Platform Process

Oversee implementation of improvements across Atrium, Workflows, Nova Guides, etc.

Lead Quality Improvement channels: EE Deep Dives, QI Reviews, VOA

Leadership & Engagement

Partner with the Director of Global Quality to establish and execute against the Quality strategy across Global Operations.

Coordinate cross-functional efforts by the Quality team to support the quality improvements across the Business Units

Lead a team of program managers focused on establishing quality metrics and leading improvement projects across Global Operations

Lead Quality improvement efforts related to Hotel Tonight

Responsible for setting the strategy to drive improved quality performance across all Business Units and partner quality teams.

Responsible for the outcomes of all action plans and glide paths ensuring our high standards of Quality are being met across business units.

Drive Quality team engagement by clearly connecting the work of the team to the mission of Airbnb and our CS strategy to deliver exceptional service while prioritizing quality.

Set clear outcomes and key results aligned to the Business Units’ strategy and Quality program deliverables and report on regional performance and impact of the team

Enable the team by providing guidance, mentoring and coaching in pursuit of outcomes.

Contribute to the continuous improvement of the global Quality program through partner and internal stakeholder feedback and administration

Lead and/or participate in subject matter expertise specific and/or company wide projects that may be assigned by leadership.

Operations & Planning

Engage with internal and partner stakeholders to ensure understanding of the Quality strategy and mission to help drive quality within CS.

Identify continuous improvement opportunities within the program and internal quality team administering the program.

Work with the Director of Global Quality to ensure headcount needs are met for all projects and GO wide initiatives

Provide subject matter expertise to all Quality programs and projects being developed to ensure all regional nuances are met and accounted for globally.

Track, monitor and drive quality performance across all regions through each regional quality team.

Ensure insights from all MBR, QBR and ABR Quality actions are consolidated, acted upon and have the anticipated outcome.

Provide regular and timely regional performance updates with improvement recommendations to the Regional Directors responsible for partner and internal performance and the Partner Management ROM to help improve regional quality performance

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Program ManagementSix SigmaCustomer SupportStrategic PlanningStakeholder EngagementCommunity FocusQuality MetricsNPS/CSAT Management

Required

8-10 years experience in an operations environment with at least 4+ in a leadership position, including people management

Communicate vision and concepts clearly and persuasively across various leadership levels including executive-level

Ability to provide clear direction to teams and clear communication of impact

Passionate about delivering world class customer support, seeks to understand stakeholders’ needs through feedback, balancing the needs of customers, employees, and Airbnb in business decision-making

Delivers vision and strategy that balances strategic transformation initiatives alongside iterative improvement

Builds trusted collaborative relationships with others ensuring strong stakeholder engagement and robustness of any proposed solutions

Develops in-depth understanding of customer needs and makes decisions using quantitative and qualitative insights

Leverages data and insight driven experimentation approaches to discover opportunities to improve and innovate through test and learn

Proven track record in delivering impact in a multicultural global team in a fast paced environment

Proven strong program development and management skills, preferably within a large global organization

Ability to effectively inform high-quality content related to clinical skills and customer care

Strong business acumen, including problem solving and critical thinking skills

Global travel required (up to 40%) in a post-Covid pandemic world

Benefits

Bonus

Equity

Benefits

Employee Travel Credits

Company

Airbnb

Glassdoor

4.3

Airbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the internet.

Founded in 2008

San Francisco, California, USA

5,001-10,000 employees

http://www.airbnb.com

H1B Sponsorship

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Trends of Total Sponsorships

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2022 (236)

2021 (282)

2020 (244)