Senior Program Manager, Quality Assurance & Standards

New

AirbnbTrust and safety

This position is US - Remote Eligible.Full-TimeManager

SalaryThe base pay range is $156,000 — $195,000 USD. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

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Job Details

Experience: 8+ years of experience in quality assurance, operations, risk, audit, or program management within a high-volume, high-stakes decisioning environment.
Required Skills: Data AnalysisQuality Assurance

Have 8+ years of experience in quality assurance, operations, risk, audit, or program management in a high-volume, high-stakes decisioning environment.
Have experience driving quality delivery through partner or vendor teams you do not directly manage.
Have built a quality program from scratch, including sampling methodology, scorecards, error taxonomies, calibration processes, and governance.
Have experience measuring subjective, judgment-based work.
Understand sampling design, statistical significance, and inter-rater reliability, and be able to defend quality measurements.
Be able to pull and interrogate data, work with analytics partners, and build diagnostic reporting.
Have strong writing skills for clear guidelines used across regions and partner sites.
Have strong cross-functional influence skills when addressing workflow, policy, or model issues.
Experience evaluating model or AI-assisted decision quality is a plus.
Experience in Trust, Fraud, or Safety is a plus.

Own the quality program end to end, including delivery through partner sites.
Set the strategy and operating rhythm for quality program delivery against FSD’s roadmap and goals.
Design a quality model that measures workflow adherence and enforcement decision accuracy.
Establish expert review panels, blind double-review, and benchmark cases for determining correct outcomes.
Build a severity-weighted error taxonomy and risk-weighted sampling methodology.
Author quality guidelines and publish standards, performance thresholds, and escalation paths.
Run calibration programs across internal teams and partner sites, keeping standards current as policy, product, and workflows evolve.
Deliver consistent quality reviews and own UAT for new launches.
Diagnose root causes of reversed decisions and produce actionable quality reporting.
Extend quality measurement to model and AI-agent decisions, and partner with Product, Engineering, and Data Science to feed labeled quality data into models and automated decisioning.

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