Quality Assurance & Standards Manager

The Community You Will Join: 

Every day, Airbnb hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. Since our founding, more than 5 million hosts have welcomed over 1.5 billion guest arrivals in almost every country across the globe. Airbnb Experiences are completely reimagined experiences, hosted by local people, brands, businesses and content creators who know their city best. Every activity offers guests an authentic way to connect with the place they're in and to meet people with shared interests.

Fraud & Safety Delivery (FSD) is at the heart of keeping Airbnb safe for the millions of hosts and guests who trust our platform every day. As part of Global Operations, FSD investigates and enforces on fraud and safety cases across the full user lifecycle, from account creation to post-stay, leveraging a team of internal and partner specialists operating 24/7 across the globe. We're entering a new chapter: building AI-native, self-service operational infrastructure that lets our teams move faster, make better decisions, and focus their energy where it matters most.

This role sits within Scaled Services, the team that owns the foundational capabilities the entire FSD organization depends on: how we launch, how we measure quality, how we build tools, and how we use data.

The Difference You Will Make:

Fraud and Safety Delivery is judgment work at scale. Our specialists weigh incomplete evidence and make consequential calls about accounts, listings, and bookings thousands of times a day, across many risk domains across the globe. Precision matters in both directions: a missed signal puts our community at risk, and an incorrect enforcement affects someone's livelihood or their travel plans.

As the Senior Program Manager, Quality Assurance & Standards, you'll build FSD's quality program, not an audit function that scores specialists against a checklist, but a measurement system that tells the organization how accurate its decisions are, where quality breaks down, and what to change. You'll design and stand up that framework while running the quality reviews the organization depends on today, reporting to the Senior Manager, Scaled Services.

You'll own three outcomes for the org:

• A quality framework we can defend: One documented model that measures both workflow adherence and decision quality, with published standards, thresholds, and severity definitions across every risk domain.
• Objective, centralized governance: Serve as the impartial quality authority across FSD, setting consistent standards that hold up across domains, sites, and geographies.
• Measurable improvement in decision accuracy: Fewer incorrect enforcement outcomes, diagnosed at root cause and fixed at the source, without adding cost or handling time to the operation.

A Typical Day: 

Set the direction for quality

• Own the quality program end to end, including quality delivery through our partner sites.
• Set the strategy and operating rhythm for how the quality program delivers against FSD's roadmap and goals.
• Represent quality in FSD leadership forums, and build credibility with the teams whose work you measure.

Build the quality framework and standards

• Design a two-layer quality model that measures both workflow adherence and the accuracy of the enforcement decision.
• Establish how we determine the correct outcome for judgment-based decisions, through expert review panels, blind double-review, and a library of benchmark cases.
• Build a severity-weighted error taxonomy and a risk-weighted sampling methodology that holds up under scrutiny.
• Author the quality guidelines and publish the performance bars, thresholds, and escalation paths the organization holds itself to.
• Run a calibration program across internal teams and partner sites, and keep standards current as policy, product, and workflow evolve.

Run the quality operation

• Deliver quality reviews across FSD, internal and partner-delivered, on a consistent methodology and cadence.
• Own User Acceptance Testing (UAT) for new launches, ensuring no change scales to the global operation before it meets a quality bar.
• Diagnose the root causes behind reversed decisions and report the distribution of drivers, not only the overturn rate.
• Produce diagnostic quality reporting that leadership and cross-functional partners can act on.

Extend quality to AI and close the loop

• Extend quality measurement to decisions made by models and AI agents, and define the accuracy standard required before a decision can be automated.
• Partner with Product, Engineering, and Data Science to feed labeled quality data back into detection models and automated decisioning.

• Trace quality findings to their source in workflow, policy, tooling, or training, and drive the fixes with the teams that own them.
• Improve decision accuracy without adding handling time or review layers to the operation.

Your Expertise:

• 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 you don't directly manage.
• Proven experience building a quality program from scratch, not just running one: you've designed sampling methodology, scorecards, error taxonomies, calibration processes, and governance from a blank page.
• Demonstrated experience measuring quality in subjective, judgment-based work, with adjacent fields welcome: fraud and financial crime, content moderation, claims review, credit decisioning, regulatory compliance, or trust and safety.
• Strong grasp of measurement rigor: you understand sampling design, statistical significance, and inter-rater reliability, and can defend a quality number to a skeptical executive or a partner site that disagrees with it.
• Strong data literacy: you can pull and interrogate your own data, work fluently with analytics partners, and build reporting that diagnoses rather than describes.
• Exceptional writing skills: your guidelines need to be clear enough that reviewers across regions and partner sites reach the same conclusion.
• Strong cross-functional influence skills: you know how to tell teams their workflows, policies, or models are producing the wrong outcomes without losing them as partners.
• Experience evaluating model or AI-assisted decision quality is a strong plus.
• Experience in Trust, Fraud, or Safety is a plus, but not required, as the right instincts for precision, user impact, and intellectual honesty matter more.

Your Location:

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. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so 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.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

Equal Employment Opportunity:

Airbnb values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Airbnb are considered without regard to race, color, religion, national origin, age, gender, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, gender expression, sexual orientation, or any other legally protected characteristic.