Director leading complex government SaaS implementation engagements for Clariti, which empowers governments to deliver exceptional citizen experiences. Advising executives, improving delivery frameworks, and mentoring professional - services talent.
About the role
- Direction de la qualité des programmes mondiaux de soutien communautaire d'Airbnb. Unification des opérations, déploiement d'AutoQA et pilotage d'équipes qualité internationales.
Responsibilities
- Own and execute the quality strategy for the volume tiers.
- Consolidate the Global English and Rest of World program quality assurance frameworks into a unified operating model.
- Present volume-tier quality in business review meetings and cross-functional planning forums.
- Oversee the execution of quality assurance assessments across all partner sites worldwide.
- Lead root cause analyses and translate findings into product, process, and policy recommendations.
- Formalize auditor audits and define controls, thresholds, analyses, and remediation processes.
- Establish tracking mechanisms to measure performance improvement.
- Build automated key performance indicator (KPI) reporting across all sites, tiers, and languages.
- Unify detractor analysis and highlight global trends.
- Develop a partner quality assurance performance scorecard.
- Lead the deployment of AutoQA through Observe.AI and collaborate with the platform team.
- Develop and manage an accountability framework for AI-assisted quality tools and processes.
- Lead a global team of partner quality managers and quality data analysts.
- Foster a unified team culture and hold the team accountable for quality outcomes and stakeholder engagement.
- Serve as the internal quality spokesperson for the volume-tier portfolio.
Requirements
- At least 12 years of experience in customer or community support, quality assurance, or call center operations, with direct responsibility for large-scale, multilingual quality assurance programs.
- At least 5 years of experience managing globally distributed quality assurance teams across multiple languages, regions, and partner organizations in a 24/7 support environment.
- Bachelor’s degree or equivalent experience, ideally in a related field.
- Experience with quality assurance tool platforms, including hands-on expertise in form design, calibration management, and automated quality assurance deployment.
- Deep expertise in quality methodologies, including COPC, AQS, Six Sigma, and Lean.
- Demonstrated track record of leading quality transformation, consolidating fragmented programs, achieving measurable improvements in customer recommendation or customer satisfaction scores, and quality assurance calibration.
- Experience deploying or scaling AI- or machine-learning-enabled quality assurance tools.
- Ability to influence senior stakeholders, present a unified quality narrative in executive forums, and drive alignment.
- Experience managing vendor partner governance.
- COPC certification; Six Sigma Green Belt or Black Belt preferred.
- Experience with Observe.AI preferred.
- Experience in program management, change management, or organizational design preferred.
- Experience with large-scale BPO/vendor governance models preferred.
- The successful candidate must be based in Canada.
Benefits
- Bonus eligibility
- Equity eligibility
- Benefits
- Employee Travel Credits
- Reasonable accommodations throughout the recruitment process for applicants with disabilities
- Flexible and inclusive application and interview process accommodations
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