The opportunity
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…
What you'll do
Works directly with partner Quality teams to drive compliance, performance: and consistency in all quality processes
Provides reporting and analysis to internal and external leadership so they: can drive performance/process improvement effectively
Provides leadership for key CS initiatives in their region or globally (R3, Premium, Elevated, etc.)
Works closely with the onsite partner QA Lead to determine best practices for: QA processes, in collaboration with the QA Manager and Partner Manager
Analyses data to identify issues and help develop impactful and measurable: action plans, and leverage project management acumen to bring the plans to fruition
Manages and develops supporting specialists including oversight of training and onboarding of QIA team members
What they're looking for
- Acts as mentor for new L8 Partner Quality Leads on the team
- Covers RQM responsibilities as needed including regional BR's, call listening sessions, etc.
- Works directly with our CS Delivery team to improve partner site performance
- Implements the policies and best practices of the global Quality program
