Quality Assurance Manager

• Build and own Airbnb Fraud & Safety Delivery's quality program
• Set the strategy and operating rhythm for quality delivery through internal and partner sites
• Represent quality in FSD leadership forums
• Design a two-layer quality model measuring workflow adherence and enforcement-decision accuracy
• Establish expert review panels, blind double-review, and benchmark-case libraries
• Build severity-weighted error taxonomies and risk-weighted sampling methodologies
• Author quality guidelines, performance thresholds, and escalation paths
• Run calibration across internal teams and partner sites
• Deliver consistent quality reviews across FSD
• Own User Acceptance Testing for new launches
• Diagnose root causes behind reversed decisions and produce actionable reporting
• Extend quality measurement to model and AI-agent decisions
• Partner with Product, Engineering, and Data Science to feed labeled quality data into models and automated decisioning
• Drive fixes across workflow, policy, tooling, and training without adding handling time or review layers

• 8+ years of experience in quality assurance, operations, risk, audit, or program management within a high-volume, high-stakes decisioning environment
• Proven experience driving quality delivery through partner or vendor teams not directly managed
• Experience building a quality program from scratch, including sampling methodology, scorecards, error taxonomies, calibration processes, and governance
• Experience measuring quality in subjective, judgment-based work
• Understanding of sampling design, statistical significance, and inter-rater reliability
• Strong data literacy, including pulling and interrogating data and working with analytics partners
• Exceptional writing skills
• Strong cross-functional influence skills
• Experience evaluating model or AI-assisted decision quality is a strong plus
• Experience in Trust, Fraud, or Safety is a plus, but not required

• Bonus or incentives eligibility
• One or more equity programs
• Benefits
• Employee Travel Credits
• Reasonable accommodations throughout the recruitment process for applicants with disabilities