Regional Quality Operations Lead

The Regional Quality Operations Lead will report to the Regional Quality Manager and is responsible for the management of the Airbnb Quality Insight Analyst team along with the administration of the internal Quality program. This role is part of the greater Community Support organization and will work directly with internal stakeholders in CS and Trust to provide business and voice of the customer insights for continuous improvement. In partnership with the internal Operations Management team, this role works to ensure consistency and quality in all customer interactions provided by our internal specialists teams. This person sets the Quality bar, and provides internal specialists and Quality team members the framework to achieve success. The ideal candidate has a proven ability to cultivate effective and productive business relationships and champions the Airbnb global Quality program.

The Lead in this role will leverage their analytic skills to create data-driven insights the business can use to continually improve our customer experience. The right person is skilled at seeing the big picture and can communicate the findings effectively with key stakeholders. This role is incredibly impactful and the right person must be highly motivated by the opportunity to effect change.


  • Develop a fully trained, high performing, motivated and empowered in region Quality team for Community Support and Trust

  • Day to day people management of the internal Airbnb Quality team

  • Provides regional reporting and analysis to internal leadership and BPI for continuous improvement

  • Works closely with the Regional Quality Manager to determine improvement opportunities for internal specialists to improve the overall customer experience

  • Analyzes data to identify issues and help develop impactful and measurable action plans, and leverage project management acumen to bring the plans to fruition

  • Manages and develops Quality specialists including oversight of training and onboarding of QIA team members

  • Works directly with our Regional Quality Manager to drive internal Airbnb site performance

  • Implements the policies and best practices of the global Quality program


  • 3+ years of Quality management or Quality lead level role

  • Contact center experience with internal and outsourced partners

  • 2-4 years Supervisory experience, with the ability to grow and build high performing teams

  • Quality Assurance certification (i.e. COPC) preferred or ability to obtain certification

  • Experience with Nexidia/NICE Quality Central tool preferred

  • Passionate about setting a high bar of exceptional customer service

  • Highly-developed analytical and critical-thinking skills

  • Ability to spot trends in data and provide recommended actions to drive performance

  • Exceptional coaching abilities

  • Excellent written and verbal communication skills

  • Advanced knowledge of Excel, Google suite, Keynote

  • Working knowledge of NPS and Quality tools (Medallia)

  • International travel required

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