Manager, Quality

The Community You Will Join:

You will work cross-functionally Supporting Trust initiatives, with the Support of Product, Service Managers, Regional Operations Managers, Operations Change Management, and Shared Services to deliver successful improvement projects with measurable positive impact and also transition these solutions to operations for sustained results.

The Quality Manager is responsible for the day-to-day execution and management of the global Quality program in Airbnb Capability Center. This role will report directly to the Manager, Shared Services. The Quality Manager will execute on the designed quality strategy and help implement a world-class quality framework that will drive consistency in the support experience we deliver across the globe.

The Difference You Will Make:

• Build problem solving skills and capability within the teams through workshops, learning forums, playbooks
• Drive culture of continuous improvement within the teams
• Socialize Continuous Improvement with the stakeholders, understand the Key business requirements and build the CI strategy around them. 
• Educate, build awareness and Program manage continuous improvement, FMEA framework. Identify risks & opportunities, create controls and build plans for implementation, Support business in setting up risk free operations / mitigate risks.
• People Management: Coach & mentor team members for enhanced roles and responsibilities, career growth, and Overall Development
• Streamline overall ways of working and identify opportunities for improvement
• Identify high impact opportunities, problem solve through data and process re-design and lead them to delivery

A Typical Day:

Strategy & Culture Building

• Develop and drive a culture of continuous improvement aligned with business objectives.
• Lead the CI strategy by identifying key business requirements and embedding structured problem-solving frameworks.

• Socialize the value of CI with stakeholders and establish it as a key lever for business growth.

Capability Development

• Build CI capabilities within teams via learning forums, workshops, and playbooks.
• Mentor and coach teams on RCA, Lean Six Sigma and FMEA frameworks.

Project Leadership

• Lead high-impact initiatives from concept to implementation using data, stakeholder insights, and cross-functional collaboration.
• Use project management methodologies to ensure timely and effective delivery of outcomes.

Operations Excellence

• Identify process gaps and lead re-design efforts to streamline ways of working
• Leverage large datasets for root cause analysis and influence business decisions with storytelling and insight-driven presentations.
• Translate business strategy into executable, scalable process improvements.

People Leadership

• Inspire and lead a team of Quality evaluators, driving their growth and readiness for future leadership roles.
• Foster a high-performance culture by aligning individual goals with organizational outcomes.

Your Expertise:

• A minimum of 6+ years of experience in call centre quality management, Continuous Improvement, Process Design, process re-engineering and/ or operations..
• Any Post Graduate/graduate
• Strong stakeholder management skills
• Proven track-record of developing and delivering support with positive impact to business metrics
• Experienced in project management and engaging with cross-functional teams to successfully achieve business goals
• Comfortable with large data sets, able to derive insights and storytelling through presentations.
• Excellent analytical capability & ability to translate strategy into onground implementation
• Self starter comfortable working in ambiguous situations
• Excellent Storytelling capabilities
• Certified Lean Six Sigma Black Belt/PMP preferred
• Good understanding of the Industry relevant automation tools & Technologies. - Preferred
• Experience of working/ collaborating with product teams to bring improvements/ impact - preferred
• Design Thinking Practitioner, Agile/Project Management certification is a plus

Hybrid Work Requirements & Expectations: To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:

• Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
• Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.

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.

Offices: Gurugram, India