Senior Manager, Quality

Airbnb · Gurugram, India · ₹5,900,000-₹8,500,000 INR · onsite We are seeking a Senior Manager, Quality to lead the end-to-end quality program at the Airbnb Capability Center (ACC) in Gurugram, India. The Quality team ensures that Community Support, AirCover, Payments, Compliance, and Supply operations consistently meet the highest standards, blending rigorous QA frameworks with AI-enabled AutoQA. As a Senior Manager, Quality, you will be accountable for the following: Strategic Leadership & Program Ownership Own and execute the ACC quality strategy across all supported functions. Drive alignment with the global quality framework, working in collaboration with various stakeholders. Represent ACC Quality in Weekly Ops Reviews, MBRs, Enablement Ops Reviews, Leadership Group Connects, and QBRs. Measurement & Quality Execution Oversee QA evaluation execution across all ACC functions, ensuring consistent application of frameworks. Operate Audit-the-Auditor as an ongoing control. Work with Delivery and other stakeholders to improve quality performance. Insights, Reporting & Stakeholder Partnership Proactively share insights with Delivery on performance deepdives and analysis. Partner with analytical teams on anomaly-detection and quality dashboards. Implement detractor-analysis frameworks to surface systemic issues in real-time. AI, AutoQA & Technology Enablement Drive AutoQA adoption across ACC tiers. Partner with Engineering on calibration model for AutoQA. Drive and sponsor high-value process automation at ACC. People & Culture Leadership Lead a large team that spans multiple business functions. Foster a One-Quality-Team culture across internal ACC and partner sites. Set high expectations for output quality, insight delivery, and stakeholder engagement, and hold the team accountable. Requirements Experience in Customer/Community Support, Quality, Operations, or Trust & Safety, including direct experience leading quality programs in sensitive, high-stakes, or regulated support environments. Demonstrated experience building or transforming quality programs for complex, multi-function support portfolios. Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean) and the ability to apply them across high-volume and high-complexity support alike. Hands-on ownership of QA tooling: form design, calibration management, and AutoQA deployment. Experience managing globally distributed quality teams across multiple functions, languages, and partner organizations in a 24/7 environment. Experience deploying or scaling AI/ML-assisted QA (AutoQA, predictive NPS/CSAT). Strong executive presence: able to influence senior stakeholders, present a unified quality narrative in leadership forums, and drive cross-functional alignment. Preferred Qualifications Master's degree or equivalent in Business, Operations, Law, Risk Management, Engineering, or a related field. COPC certification; Six Sigma Green or Black Belt. Experience with Observe.AI (and migration off legacy platforms such as NICE/Nexidia). Background in program management, change management, or organizational design in a high-growth tech environment. Experience operating within BPO/vendor governance models at scale (1,000+ partner FTEs across multiple sites and geographies). Experience operating in a global capability center. What We Offer Annual pay range: ₹5,900,000 - ₹8,500,000 INR. Eligibility for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.