Manager, Quality ROW

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:

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.

The Difference You will Make:

The Quality Lead for Rest of World (ROW) supports Airbnb's non-English Community Support partner network, covering the EMEA and CJK (Chinese, Japanese, Korean) language Volume Tiers. This lead oversees the day-to-day quality operation across multiple BPO partners and service lines, across ROW-language agents globally.

This is an execution and leadership role. The Quality Lead is responsible for making the quality program work on the ground: ensuring partner QA teams are calibrated and accountable, translating quality standards into partner behavior, surfacing performance trends early, and driving the actions that close gaps. This Lead directly manages and leads the EMEA and CJK Quality Partner Leads, who work directly with partners to manage and drive performance, and also works directly with Quality Leaders across the different partners supporting ROW. This Lead will direct the focus and energy of these resources toward what matters, remove blockers, help address areas of opportunity, and hold the overall ROW quality program to a consistent standard across regions, languages and time zones.

A Typical Day: 

ROW Quality Program Execution

• Own the day-to-day execution of the ROW quality program across all in-scope Volume Tier service lines and all EMEA and CJK partner sites.
• Ensure weekly QA evaluation targets are met across all sites, languages and service lines; monitor evaluation completeness, calibration accuracy, and coaching activity within the ROW portfolio.
• Maintain the weekly QA performance reporting cadence, ensuring partner QA teams and Partner Operations Managers receive timely, accurate, and actionable quality data each week.
• Lead and develop the EMEA and CJK Quality Partner Leads: set priorities, align regional approaches, and ensure consistent standards and ways of working across both regions.

Partner Network Governance & Accountability

• Hold ROW partner QA teams accountable to the Performance Scorecard results: Agent Saturation Targets, Evaluation Completeness, Calibration Accuracy, Coaching Effectiveness, Actionable Insights.
• Maintain regular engagement with Partner Quality teams: weekly alignment cadences and alignment on monthly business review results and actions.
• Escalate partner performance gaps and establish documented action plans where warranted; escalate to Sr. Leadership for situations that require it.
• Manage the New Site Onboarding process for any new ROW partner sites that come online, ensuring they are calibrated to ROW quality standards before they scale.

Calibration & Alignment

• Conduct calibration sessions across EMEA and CJK partner sites; ensure calibration rigor so that ROW quality is measured consistently regardless of partner, language or geography.
• Ensure calibration of non-English evaluations is aligned to global standards, including cross-language and cross-region consistency with Global English where applicable.
• Drive QA alignment across Quality and Delivery teams.

Insights, NPS Correlation & the AQS North Star

• Oversee NPS Detractor Analysis Insights to identify drivers of dissatisfaction, including language- and market-specific drivers; work with Delivery, Training, and other stakeholders to address areas of opportunity.
• Correlate quality results to operational outcomes and KPIs; place quality focus and emphasis accordingly, based on operational measures that require attention.
• Ensure ROW quality insights are integrated into the weekly partner performance narrative: when scores drop week-over-week, understand drivers and root cause, and be able to explain them in weekly reviews.

Cross-Functional Initiatives

• Partner with the ROW Training team on critical initiatives, such as Training Flight Simulator and AirReady; Quality's role is to ensure training artifacts related to Quality are aligned to our Lead With Hospitality framework, including localization for EMEA and CJK markets.
• Participate as the ROW quality voice in cross-functional working groups, where quality findings have direct implications for process or content change.
• Surface patterns from ROW evaluations that signal policy gaps, workflow failures, or product issues — not just agent-level coaching opportunities. When the same investigation error appears across three different partner sites in the same week, that is a systemic issue that belongs in OneTrack, not a coaching note.

Reporting & Operational Cadences

• Own the ROW contribution to the global Quality reporting framework: weekly KPI data by site and language (NPS, Reopen Rate, AQS, 0–60, Throughput) submitted accurately and on time as part of the automated reporting rollout, replacing the current manual slide validation process.
• Ensure ROW partner sites are submitting their own KPI narratives with substance — not high-level summaries or incorrect figures. The Quality Partner Lead's job is to verify narrative quality, not just numbers; this role's job is to ensure that standard is held across all ROW partner networks.
• Maintain the ROW calendar of quality touchpoints: weekly partner performance reviews, monthly calibration sessions, monthly partner business reviews, and quarterly COPC-style partner capability assessments — and ensure the Quality Partner Lead team is prepared and present for each.

Your Expertise:

Required

• 7+ years of experience in Community/Customer Support Quality, Operations, or a related field, with direct experience managing QA programs across BPO or partner networks at meaningful scale (1,000+ agents across multiple sites).
• 3+ years of direct people management experience — specifically managing QA Leads or Quality Partner Leads who themselves have partner oversight responsibilities, not just individual QIAs.
• Experience leading quality across multiple regions and languages, including managing leaders in different geographies and time zones.
• Demonstrated experience driving partner BPO accountability: running calibration sessions, managing partner QA scorecards, writing and executing improvement plans, and holding BPO QA managers to performance standards in a governance context.
• Working knowledge of COPC methodology; able to apply COPC evaluation standards, sampling requirements, and calibration governance in a live multi-partner operational environment.
• Strong analytical skills: able to read weekly QA performance data, diagnose root causes behind score movements (tenure mix, calibration drift, form changes, workflow updates), and translate that diagnosis into a clear narrative for Delivery and partner leadership.
• Experience with QA tooling platforms — Observe.AI, NICE QC, or eq