Airbnb
Senior Manager, Quality, Volume Tiers
Canada · Senior
Sponsorship not specified$160k-$200kDetected 11 days ago
RESTMachine LearningProcess ImprovementLeadershipMentoring
Stay score
odds of building a lasting career here
64Sponsors, lottery-bound
Cap-exempt (no lottery)0
Sponsors this role100
Entry-level history0
PERM / green-card track0
Lottery odds (Level IV)94
Fits your clock70
Sponsors, but it's cap-subject — you still face the weighted lottery (~61% per draw at Level IV). Good if you win; have a cap-exempt backup on your list.
Lottery odds assume a STEM candidate.
Personalize to your clock →Employer immigration record
from this employer's Department of Labor filings
Green-card filing pattern in this occupation
Context, not a finding about this posting: of this employer's 16 green-card filings in this occupation, 100% were for a worker who already held the job.
Green-card follow-through: 80%
Of 5 labor certifications old enough to have been used, 1 expired without the employer filing the next step. Median time from filing to decision: 452 days.100% of their filings were for a worker who already held the job.Only certifications past the 180-day window are counted — recent ones cannot have expired yet.
Files H-1B transfers
79 transfer filings in the last year, covering 79 workers. Median labor-condition decision: 7 days. An employer that already files transfers is one that can take over an existing H-1B.
Sourced from Department of Labor LCA, PERM and prevailing-wage disclosure data. Employer matching is by name, so figures may be split across an employer's legal entities. Absence of a filing means none appears in our copy of the data, not that none exists.
Community outcomes
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About the 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 Difference You will Make: This is a senior leadership role operating at the intersection of strategy and execution.
Responsibilities
- The Senior Quality Lead, Volume Tiers is the single accountable leader for quality measurement, insights, and continuous improvement across Airbnb's highest-volume Community Support functions.
- Background in program management, change management, or organizational design within a high-growth tech environment.
- Experience working in or closely with BPO/vendor governance models at scale (1,000+ partner FTEs across multiple sites and geographies).
Requirements
- Experience with Observe.AI.
Skills
- Global English (GE)
- Rest of World (ROW; which is comprised of 9 different languages)
- Elevated Support
- Own and execute the
- Establish automated KPI reporting across all Volume Tier sites, tiers, and languages, eliminating manual processes.
- Unify NPS detractor analysis across GE and ROW, ensuring global patterns surface in real time.
Compensation
- The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands.
Company info
- Set high expectations and hold the team accountable for output quality, insight delivery, and stakeholder engagement.
- Partner closely with peers to ensure one consistent quality voice across the portfolio.
- 12+ years of experience in Customer/Community Support, Quality Assurance, or Contact Center Operations, with direct accountability for large-scale, multilingual QA programs.
- 5+ years managing globally distributed QA teams across multiple languages, regions, and partner organizations in a 24/7 support environment.
- Bachelor's Degree or equivalent experience, preferably in related field; MBA or Masters preferred
- Experience with QA tooling platforms, including hands-on ownership of form design, calibration management, and AutoQA deployment.
- Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean), with a proven ability to apply them to high-volume, complex support environments.
- Demonstrated track record of leading quality transformation, consolidating fragmented programs, driving measurable improvement in NPS/CSAT, and QA calibrations.
- Experience deploying or scaling AI/ML assisted QA tools (AutoQA, predictive NPS/CSAT).
This listing is sourced directly from Airbnb's careers page and normalized into a canonical job model.