Partner Quality Leader: Drive Excellence & Impact

airbnb, Inc.; Ireland; Remote; EUR 90,000 - 130,000; Full time

Job summary

Airbnb Ireland is seeking a Partner Quality Lead to work with Partner Optimisation and Delivery teams, ensuring quality in partner interactions. You will be an ambassador of the Airbnb brand, setting the bar and providing a framework for success across partner sites.

You will leverage analytics to drive metric-based improvements, collaborate with QA and Product teams, mentor junior leads, and lead regional initiatives to raise quality and customer experience globally.

Qualifications

• Minimum 5 years of Customer Experience management in a rapidly growing partner network.
• Experience 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 reach goals and metrics.
• In-region travel required up to 40%.

Responsibilities

• Drive compliance, performance and consistency in quality processes with partner teams.
• Provide reporting and analysis to leadership to drive improvements.
• Lead key CS initiatives in region or globally (R3, Premium, Elevated).
• Collaborate with QA Manager and Partner Manager to establish best practices.
• Mentor and develop QA team members and oversee onboarding.
• Lead or participate in projects to develop Quality program elements.

Skills

Customer Experience management

QA Lead experience

Independent work

Communication skills

Analytical skills

Travel up to 40%

Tools

Excel

Tableau

Medallia

Observe.ai

Job description

Airbnb Ireland is seeking a Partner Quality Lead to work with Partner Optimisation and Delivery teams, ensuring quality in partner interactions. You will be an ambassador of the Airbnb brand, setting the bar and providing a framework for success across partner sites.

You will leverage analytics to drive metric-based improvements, collaborate with QA and Product teams, mentor junior leads, and lead regional initiatives to raise quality and customer experience globally.