Manager, Quality

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

You will work cross-functionally Supporting Trust initiatives, with the Support of Product, Service Managers, Regional Operations Managers, Operations Change Management, and Shared Services to deliver successful improvement projects with measurable positive impact and also transition these solutions to operations for sustained results

The Difference You Will Make

• Build problem solving skills and capability within the teams through workshops, learning forums, playbooks
• Drive culture of continuous improvement within the teams
• Socialize Continuous Improvement with the stakeholders, understand the Key business requirements and build the CI strategy around them.
• Educate, build awareness and Program manage continuous improvement, FMEA framework. Identify risks & opportunities, create controls and build plans for implementation, Support business in setting up risk free operations / mitigate risks.
• People Management: Coach & mentor team members for enhanced roles and responsibilities, career growth, and Overall Development
• Streamline overall ways of working and identify opportunities for improvement
• Identify high impact opportunities, problem solve through data and process re-design and lead them to delivery

A Typical Day

• Execute and help drive the Airbnb global quality strategy and implementation of the quality framework.
• Support implementation of the necessary QA processes, support structure and quality metrics in line with Industry best-practices (e.g. COPC) that drive performance.
• Provide Quality representation to other shared services teams ensuring quality is an integral part of the continuous improvement framework within Operations.
• Set the high bar standard to help develop a culture where quality is a core principle of operations and is advocated by all.
• Provide reporting on quality program status, performance, hiring, onboarding and outcomes to the functional manager(s) on a regular basis.
• Develop a fully trained, high-performing, motivated and empowered Quality team.
• Work with global quality teams to address escalated issues, dips in performance and the rollout of new Quality initiatives to drive performance.

Your Expertise

• A minimum of 15+ years of experience in Continuous Improvement, Process Design, process re-engineering and/ or operations
• Any Post Graduate – Preferred
• Preferred Certified Lean Six Sigma Black Belt
• Strong stakeholder management skills
• Proven track-record of developing and delivering support with positive impact to business metrics
• Experienced in project management and engaging with cross-functional teams to successfully achieve business goals
• Comfortable with large data sets, able to derive insights and storytell through presentations.
• Excellent analytical capability & ability to translate strategy into onground implementation
• Self starter comfortable working in ambiguous situations
• Excellent Storytelling capabilities
• Good understanding of the Industry relevant automation tools & Technologies. – Preferred
• Experience of working/ collaborating with product teams to bring improvements/ impact – preferred
• Design Thinking Practitioner, Agile/Project Management certification is a plus

Location: Gurugram, India.

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.