- Company: Airbnb
- Location: Gurugram, India
- Job type: Full-time
- Salary: INR 5,900,000 – 8,500,000
About the role
Join Airbnb’s Quality team to lead the end-to-end quality program at the Airbnb Capability Center (ACC) in Gurugram. You will be accountable for quality standards across multiple business functions, including Community Support, AirCover, Compliance, Payments, and Supply. This senior leadership role involves overseeing a team of approximately 71 employees and seven direct reports, while also managing a network of external partner and vendor sites. You will play a key part in transforming quality processes by migrating to new management systems and shifting from manual QA to AI-enabled AutoQA.
Responsibilities
- Own and execute the ACC quality strategy across all supported functions.
- Drive the adoption of AI-enabled AutoQA and partner with Engineering on calibration models.
- Represent ACC Quality in global forums, including Weekly Ops Reviews and QBRs.
- Oversee QA evaluation execution and ensure consistent application of COPC-aligned frameworks.
- Partner with analytical teams on anomaly-detection and quality dashboards.
- Lead a large, multi-functional team and foster a culture of shared best practices.
Requirements
- Experience in Customer/Community Support, Quality, Operations, or Trust & Safety.
- Demonstrated experience building or transforming quality programs for complex support portfolios.
- Deep expertise in quality methodologies such as COPC, AQS, Six Sigma, or Lean.
- Hands-on ownership of QA tooling, including form design and AutoQA deployment.
- Experience managing globally distributed quality teams in a 24/7 environment.
- Experience deploying or scaling AI/ML-assisted QA.
- Strong executive presence and ability to influence senior stakeholders.
- Bachelor’s degree required.
Pay and benefits
- Annual pay range: INR 5,900,000 – 8,500,000.
- Eligible for bonus or incentives.
- Eligible for one or more equity programs.
- Access to benefits and Employee Travel Credits.
How to apply
Apply directly on Airbnb’s own careers website. Omadaily never charges job seekers.
