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 Deliv