Experienced Quality Standards Lead – Global Operational Excellence and Strategic Quality Management

Introduction to Airbnb and Our Mission

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. As a leader in the travel and hospitality industry, we are committed to providing exceptional experiences for our guests and creating a sense of belonging among our community of Hosts and travelers.

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. As a Quality Standards Lead, you will be joining a team of talented and dedicated professionals who are passionate about delivering exceptional quality and driving business results.

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. You will be responsible for driving results, defining industry standards, and making a significant impact on our business.

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

To be successful in this role, you will need to have:

• 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

Essential Qualifications

In addition to the skills and experience listed above, you will need to have:

• A strong understanding of quality management principles and practices
• Experience working in a fast-paced, dynamic environment with multiple stakeholders
• Ability to work independently and as part of a team
• Strong problem-solving and analytical skills
• Excellent communication and interpersonal skills

Preferred Qualifications

While not required, the following qualifications are preferred:

• Experience working in the travel or hospitality industry
• Knowledge of data analysis and visualization tools
• Experience working with cross-functional teams, including product, sales & account management, data science, and policy
• Strong understanding of business operations and management principles

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Strong leadership and management skills
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced, dynamic environment
• Strong problem-solving and analytical skills
• Ability to make decisions balancing short-term gains with long-term strategic positioning
• Excellent organizational skills with high attention to detail and quality

Career Growth Opportunities and Learning Benefits

At Airbnb, we are committed to the growth and development of our employees. As a Quality Standards Lead, you will have the opportunity to:

• Develop your leadership and management skills
• Work on complex, high-impact projects that drive business results
• Collaborate with cross-functional teams, including product, sales & account management, data science, and policy
• Develop your analytical and problem-solving skills
• Stay up-to-date with industry trends and best practices

Work Environment and Company Culture

At Airbnb, we are committed to creating a positive and inclusive work environment that supports the growth and development of our employees. Our company culture is built on the following values:

• Belonging: We believe that everyone deserves to feel a sense of belonging, and we strive to create an environment that is welcoming and inclusive to all.
• Community: We believe that community is at the heart of everything we do, and we strive to create a sense of community among our employees, Hosts, and guests.
• Innovation: We believe that innovation is key to driving growth and success, and we encourage our employees to think creatively and develop new ideas.
• Integrity: We believe that integrity is essential to building trust and respect, and we strive to operate with integrity in all aspects of our business.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• A base salary range of $150,000 - $193,500 USD
• Bonus and equity opportunities
• Comprehensive benefits package, including health, dental, and vision insurance
• Employee Travel Credits
• Opportunities for professional growth and development

Conclusion

If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for the Quality Standards Lead role at Airbnb. This is a unique opportunity to join a dynamic and growing team and make a significant impact on our business. With a competitive salary and benefits package, opportunities for professional growth and development, and a positive and inclusive work environment, this is a role that you won’t want to miss. Apply now and take the first step towards an exciting and rewarding career at Airbnb!

Ready to Apply?

If you are a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We are excited to review your application.