Community Support
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 Quality team ensures that Community Support, AirCover, Payments, Compliance, and Supply operations consistently meet the highest standards, blending rigorous QA frameworks with AI-enabled AutoQA to catch issues early, protect trust, and keep experiences safe and reliable at global scale.
The Difference You Will Make
This senior leader is accountable for the end-to-end quality program at the Airbnb Capability Center (ACC), which spans multiple business functions:
- Community Support - Volume Tiers, Safety, Premium Support, CS Labs Annotation, Regulatory Response, Payments, and Executive Escalations
- AirCover
- Compliance/ZTP
- Payments Risk & Ops
- Supply
This leader oversees a team of ~71 employees, with seven direct reports, and carries quality accountability for both internal ACC teams and a network of external partner/vendor sites.
Additionally, this leader needs to support Quality transformation efforts, including:
- Migration to a new quality management system
- Shifting from manual QA to AI enabled AutoQA
- Establishing a Human in the Loop program, that monitors AI model accuracy
The successful candidate will arrive with a clear point of view on what world-