Quality Assurance & Standards Manager

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: 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, claim