Job Description

Title: Supervisor, Trust Quality Insights

Location: United States

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 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 Supervisor, Trust Quality Insights is responsible for the reporting and insights related to all Trust functions and the team responsible for producing these reports. They will work closely with the Manager of Quality Insights to make sure all reports have a standard process and root cause analysis is done similar across Community Support and Trust. Key accountabilities include managing the Trust Insights Leads, the delivery of relevant and actionable insights by service tier for Trust, ensuring that reports align with the root cause analysis framework, and higher level reports on quality to the Head of Trust Operations.

The difference you will make:

This person will be accountable for the people management of the Trust insights groups. In addition, they are accountable for the delivery and improvement of Trust insights and tracking and driving quality performance across our Trust tiers. They ensure Trust Service Managers are provided with regular and actionable insights from the quality program.

A typical day:

  • Ensure the Trust Insights Leads, and Vendor Partners are adopting the root cause analysis and reporting framework set by the Global Quality Insights Lead.
  • Define and implement regular and actionable reporting to Trust Managers and the head of Trust Operations as well as implementing new tiers of reporting for Trust as needed.
  • Managing performance and career growth for the Trust Insights Leads.
  • Ensure that the team tracks and measures impact of recommended insights being implemented by the operation.
  • Reporting on Quality program for Global QBRs, and MBRs supporting trust. All-Hands input and any other reports agreed as needed by the business
  • Ensure that the quality monitoring framework remains aligned to the OCM roadmap and business priorities and that changes are rolled out in a timely and effective manner.
  • In collaboration with Shared Service peers and Service managers, create and maintain a process of tight linkage between Quality Insights and Continuous improvement actions.
  • People leadership of the insights analysts ensuring coaching, skills development and to drive actionable Quality insights within the Community Support Service model

Your expertise:

  • Strong project management skills, program management, and people management skills
  • Experience creating and delivering reports to leadership groups
  • Strong communication, presentation, and people management skills
  • Deep understanding of Quality management in an Operations environment based on industry best-practices such as COPC.
  • May have 4+ years in Trust Operations with industry best practices related to risk and identity.
  • Analytical thinking and ability to make decisions based on insights and analytics
  • Ability to work under conditions of ambiguity in a fast-growth, sometimes uncertain and complex environment.
  • Frequent travel required (up to 25%)
  • Role model core values to colleagues and direct reports in how you do your job each day.
  • May have 4+ years experience in an Operations environment and 2+ in a people leadership position
  • Relevant Quality program management experience required, preferably within a Customer Operations team.
  • SQL, COPC certification, familiarity with six sigma, understanding of statistics and polling methodologies
  • Experience with outsourced vendor operations

How we’ll take care of you:

Our job titles may span more than one career level. The starting base pay for this role is between $118,000.00 and $148,000.00. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Where you’ll be located:

This position is US – Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. Airbnb,Inc. can employ in states where we have registered entities. Currently, employees can not be located in: Alaska, Indiana, Nebraska, North Dakota, Ohio, South Dakota, Wisconsin, Alabama, Mississippi, Oklahoma, Delaware and Rhode Island. This list is continuously evolving and being updated, please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our commitment to inclusion & belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.