About this role
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 Senior Quality Lead, Specialty is a newly created senior leadership role accountable for the quality program across several high stakes, high complexity Community Support functions: Safety, Premium Support, and CS Labs. These are not high-volume, routine support queues, they are the functions that handle sensitive guest and host interactions, carry high regulatory and reputational exposure, and demand a quality leader who understands the difference between behavioral compliance and genuine harm prevention.
The Difference You Will Make:
The successful candidate will arrive with a clear point of view on what world-class quality looks like in high-complexity, high-stakes support environments.
A Typical Day:
Strategic Leadership & Program Ownership
• Own and execute the Speciality quality strategy aligned to several critical priorities: breaking silos, aligning with stakeholders, defining a clear operating model, and driving measurable impact.
• Establish quality operating models with shared governance, consistent calibration standards, and clear accountability frameworks, while preserving the differentiation that each function requires.
• Represent Specialty quality in WBRs, MBRs, QBRs, and executive reviews; deliver a proactive narrative that surfaces emerging risks.
Measurement & Quality Execution
• Oversee QA evaluation execution across all Specialty functions and partner sites globally, ensuring consistent application of QA processes and frameworks.
• Lead root cause analysis on systemic failures, translating QA findings into product, process, and policy recommendations that go beyond agent-level coaching.
• Formalize Audit the Auditor as an ongoing control: define sample selection, alignment thresholds, root cause review, and evaluator-level remediation processes.
• Ensure every evaluation closes with a documented coaching action; build the tracking mechanisms to measure whether coaching is translating into performance improvement over time.
Insights, Reporting & Stakeholder Partnership
• Establish automated KPI reporting across all Speciality functions, eliminating manual processes.
• Implement an NPS/predictive NPS detractor analysis framework, ensuring global patterns surface in real time.
• Build a Partner QA Performance Scorecard, establishing clear accountability for Calibration Accuracy, Evaluation Completeness, Critical Error Detection, Coaching Effectiveness.
AI, AutoQA & Technology Enablement
• Drive AutoQA adoption across Specialty tiers, with particular focus on the attributes