Manager, Quality, AirCover

Airbnb

Confirmed live yesterday High trust

Remote

Quick summary

Work type: Remote
Location: Ontario, CanadaBritish Columbia, CanadaQuebec, CanadaAlberta, CanadaSaskatchewan, Canada
Salary: $128,000–$160,000 / yr
Posted: 11 days ago
Freshness: Confirmed live yesterday
Nearby: 27 roles within 25 mi

Market check

Salary context

Below market

How this pay compares to similar roles

Similar $187k

This role $144k

$117k most similar roles pay here $231k

This role pays less than 82% of similar roles. Most pay $153,900–$220,000 — the shaded band above. At the midpoint, this role pays about $144k versus about $187k for comparable roles.

Based on 240 similar postings.

Employer

About Airbnb

Founded in 2008 and formerly known as AirBed & Breakfast, Inc., Airbnb is a global marketplace connecting travelers with hosts who offer unique accommodations, ranging from private rooms to entire homes. It operates a massive digital platform for booking stays, experiences, and travel services worldwide.

Airbnb currently has 65 open roles on FindRole.

Listed pay typically runs $200,000–$240,000 across 51 roles with salary data.

Most-posted roles

View all roles at Airbnb

At a glance

TL;DR · Manager, Quality, AirCover

Role Posting Log in to save

Manager, Quality, AirCover serves as the senior quality leader for the AirCover program, which manages host protection and property damage insurance claims. In this role, you will own the quality strategy, establish COPC-aligned operating models, and oversee QA execution across internal teams and global BPO partners. You will perform root cause analysis on systemic failures to drive product and policy improvements while managing a globally distributed team. Key responsibilities include building executive reporting frameworks, implementing NPS detractor analysis, and driving AutoQA adoption using AI and analytics tools. The ideal candidate possesses over ten years of experience in customer support or insurance claims and expertise in methodologies like Six Sigma or Lean. You will utilize QA tooling platforms to ensure decision accuracy and defensibility within a high-stakes environment involving complex workflows and significant financial exposure.

Skills

Quality Assurance AutoQA COPC Six Sigma Lean Observe.AI NPS Root Cause Analysis Program Management Change Management Form Design Calibration Management

What you'll do

Own and execute the comprehensive quality strategy for the AirCover insurance product.
Establish and optimize operating models and frameworks aligned with COPC standards.
Oversee QA evaluation execution across internal teams and global BPO partner sites.
Conduct root cause analysis on systemic failures to drive product, process, and policy improvements.
Develop and maintain executive escalation frameworks and automated KPI reporting systems.
Implement an NPS and predictive detractor analysis framework to identify global trends.
Drive the adoption of AutoQA, AI, and analytics tools for insight generation.
Manage and stabilize a globally distributed quality team while fostering a unified culture.

What we're looking for

10+ years of experience in Customer Support, Quality Assurance, or Operations within back-office, insurance claims, or financial services.
5+ years of experience managing quality teams in a global, partner-based support organization.
Bachelor's degree required; MBA or Master's degree preferred.
Deep expertise in quality methodologies such as COPC, AQS, Six Sigma, or Lean.
Experience with QA tooling platforms including form design, calibration management, and AutoQA deployment.
Strong analytical skills to derive insights from data and build defensible narratives for leadership.
Preferred COPC certification or Six Sigma Green/Black Belt.
Experience working with BPO/vendor governance models at scale across multiple sites and geographies.

Save