Partner Quality Lead: CX Excellence & Insights

Airbnb, Inc.; Ireland; On-site; EUR 66,000 - 78,000; Full time

Job summary

Airbnb is seeking a Partner Quality Lead in Ireland to drive compliance, performance, and consistency across partner networks. You will lead analytics-driven initiatives, report to senior stakeholders, and mentor QA staff while collaborating with global Quality programs.

The role requires strong CX management experience, independence, and travel up to 40%. The successful candidate will champion high standards of customer service and partner engagement within a rapidly growing network.

Qualifications

• Minimum 5 years of Customer Experience management experience in a rapidly growing partner network.
• Experience working in a QA Lead or related role.
• Ability to work independently in an offsite location without direct manager supervision.
• Excellent written, verbal communication and organisational skills.
• Contact centre experience with internal and outsourced partners.
• Experience with creating, measuring, and analysing quality metrics/KPIs.
• Experience leading, inspiring and motivating others to meet goals and metrics.
• Passionate about setting a high bar of exceptional customer service.
• Highly-developed analytical and critical-thinking skills.
• Ability to spot trends in data and provide recommended actions to drive performance.
• Ability to drive improvement projects with proven results.
• In-region travel required up to 40%

Responsibilities

• Works directly with partner Quality teams to drive compliance, performance and consistency in all quality processes.
• Provides reporting and analysis to internal and external leadership so they can drive performance/process improvement effectively.
• Provides leadership for key CS initiatives in their region or globally (R3, Premium, Elevated, etc.).
• Works closely with the onsite partner QA Lead to determine best practices for QA processes, in collaboration with the QA Manager and Partner Manager.
• Analyses data to identify issues and help develop impactful and measurable action plans, and leverage project management acumen to bring the plans to fruition.
• Manages and develops supporting specialists including oversight of training and onboarding of QIA team members.
• Acts as mentor for new L8 Partner Quality Leads on the team.
• Covers RQM responsibilities as needed including regional BR's, call listening sessions, etc.

Job description

Airbnb is seeking a Partner Quality Lead in Ireland to drive compliance, performance, and consistency across partner networks. You will lead analytics-driven initiatives, report to senior stakeholders, and mentor QA staff while collaborating with global Quality programs.

The role requires strong CX management experience, independence, and travel up to 40%. The successful candidate will champion high standards of customer service and partner engagement within a rapidly growing network.