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: 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

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

Benefits

• Bonus or incentives
• One or more equity programs
• Benefits
• Employee Travel Credits

How We'll Take Care of You

₹2,380,000—₹3,400,000 INR