Quality Standards Lead
Job Description
Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 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:
Our Supply Quality Team is growing and we want you to be part of it! We are a strategy and operations team focused on defining quality for Airbnb Stays and Experiences, and ensuring our supply meets or exceeds our quality bar. We are seeking a senior lead who is exceptionally effective, strategic, analytical, collaborative, and an excellent communicator.
The Difference You Will Make:
As a Quality Standards Lead, you are entrusted with leading global quality and standards initiatives to improve the quality of our supply. You will leverage deep expertise and industry best practices to take complex end to end programs from launch to operationalization. Your work will help ensure guests have an exceptional Airbnb stay or experience every time they book.
A Typical Day:
? Design, build, implement, and manage quality requirements across Airbnb’s supply types
? Measure and analyze supply performance, in close partnership with Data Science and Product
? Develop and run scaled campaigns to uplevel and/or enforce on quality
? Identify and close ongoing gaps in quality management across the business
? Collaborate with counterparts in other offices globally to share insights and work on global and cross-functional initiatives
? Manage quality escalations operations and supporting agent team
Your Expertise:
? 10+ years of work experience in quality operations, management consulting, and/or project management
? Deep expertise in global operational initiatives with a track record of defining and delivering on key business objectives with impactful results
? Hands-on approach of getting things done with a sense of urgency and quickly adapting priorities to unexpected changes to achieve project goals and objectives
? Proven track record navigating a matrixed organization and building senior relationships to achieve goals with cross-functional teams, including product, sales & account management, data science, and policy
? Strong analytical skills, including creating and using data, to understand problems, communicate opportunities, and make informed decisions;. SQL knowledge is a plus
? Ability to make decisions balancing short-term gains with long-term strategic positioning
? Excellent organizational skills with high attention to detail and quality
? Excellent written and verbal communication skills, excellent presentation skills
? Intellectually curious, open-minded self-starter who is comfortable with ambiguity and risk and excited by dynamic change
Your Location:
This role requires candidates to be based in the Pacific Time Zone in the US. This role is not eligible for relocation support.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.
We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application
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