Job description preview
From Airbnb’s original posting
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: The Senior Quality Lead, Volume Tiers is the single accountable leader for quality measurement, insights, and continuous improvement across Airbnb's highest-volume Community Support functions. This role owns the end-to-end quality program for: • Global English (GE) • Rest of World (ROW; which is comprised of 9 different languages) • Elevated Support GE and ROW span across multiple service tiers: Resolutions 1, 2, and 3, Dedicated Service Support (DSS), Dedicated Managed Host Support (DMHS); supported across a global partner network operating 24/7 in dozens of languages. The Difference You will Make: This is a senior leadership role operating at the intersection of strategy and execution. The Senior Quality Lead will break down silos within the Quality organization, establish a unified operating…
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