Manager, Quality

As a Quality Manager at Airbnb Capability Center, you will join a community that strives to deliver exceptional support experiences to guests worldwide. Your role will involve working cross-functionally to support Trust initiatives, collaborating with various stakeholders to drive successful improvement projects and ensure consistency in the support experience provided globally. **Role Overview:** You will be responsible for executing and managing the global Quality program, reporting directly to the Manager, Shared Services. Your key focus will be on implementing a world-class quality framework that enhances the support experience across the organization. **Key Responsibilities:** - Build problem-solving skills and capabilities within teams through workshops and learning forums - Drive a culture of continuous improvement and streamline ways of working - Educate and program manage continuous improvement initiatives, including identifying risks and opportunities - Mentor and coach team members for career growth and overall development - Identify high-impact opportunities, problem-solve through data analysis, and lead projects to successful delivery **Qualifications Required:** - Minimum of 6+ years of experience in call center quality management, Continuous Improvement, Process Design, or operations - Post Graduate/graduate degree - Strong stakeholder management skills - Proven track record of delivering support with a positive impact on business metrics - Experience in project management and collaborating with cross-functional teams - Comfortable with analyzing large datasets and deriving insights - Excellent analytical and storytelling capabilities - Lean Six Sigma Black Belt/PMP certification preferred - Familiarity with Industry-relevant automation tools & Technologies preferred As part of Airbnb's commitment to inclusion and belonging, we encourage applications from individuals with diverse backgrounds and perspectives. We believe that diverse ideas drive innovation and creativity, leading to the development of the best products and solutions. Please note the hybrid work requirements and expectations, including having a dedicated workspace, reliable internet connectivity, maintaining professionalism during virtual meetings, and ensuring confidentiality and security of Airbnb's Intellectual Property and Confidential Information. If you are passionate about driving continuous improvement, leading high-impact initiatives, and fostering a culture of excellence, we invite you to join us in making a difference at Airbnb Capability Center.,