Global Study Manager leading clinical trial execution, CRO oversight, vendors, budgets, and inspection readiness at Parexel. Remote role based in Ontario, Canada.
About the role
- Senior quality leader unifying Airbnb’s multilingual Community Support QA programs. Driving AI-enabled quality measurement, operational improvements, and global partner performance from Canada.
Responsibilities
- Own and execute the Volume Tier quality strategy across Global English, Rest of World, and Elevated Support
- Consolidate fragmented QA frameworks into a unified operating model
- Represent Volume Tier quality in WBRs, MBRs, QBRs, and cross-functional planning forums
- Oversee QA evaluation execution across all Volume Tier partner sites globally
- Lead root cause analysis on systemic failures and translate findings into product, process, and policy recommendations
- Formalize and govern Audit the Auditor controls
- Ensure evaluations result in documented coaching actions and track performance improvement
- Establish automated KPI reporting across Volume Tier sites, tiers, and languages
- Unify NPS detractor analysis across Global English and Rest of World
- Build and govern a Partner QA Performance Scorecard
- Lead deployment of AutoQA via Observe.AI and partner with the Platform team
- Lead a globally distributed team of Partner Quality Leads and Quality Insights Analysts
- Foster a One-Quality-Team culture and promote cross-regional learning
- Set expectations and hold the team accountable for quality, insight delivery, and stakeholder engagement
- Partner with peers to ensure a consistent quality voice across the portfolio
Requirements
- 12+ years of experience in Customer/Community Support, Quality Assurance, or Contact Center Operations, with direct accountability for large-scale, multilingual QA programs
- 5+ years managing globally distributed QA teams across multiple languages, regions, and partner organizations in a 24/7 support environment
- Bachelor's Degree or equivalent experience, preferably in related field
- Experience with QA tooling platforms, including hands-on ownership of form design, calibration management, and AutoQA deployment
- Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean)
- Proven ability to apply quality methodologies to high-volume, complex support environments
- Demonstrated track record of leading quality transformation, consolidating fragmented programs, driving measurable improvement in NPS/CSAT, and QA calibrations
- Experience deploying or scaling AI/ML assisted QA tools (AutoQA, predictive NPS/CSAT)
- Strong executive presence and ability to influence senior stakeholders, present a unified quality narrative, and drive alignment
- Experience managing vendor partner governance, including calibration oversight, performance improvement plans, and escalation frameworks
- Preferred: COPC certification; Six Sigma Green or Black Belt
- Preferred: Experience with Observe.AI
- Preferred: Background in program management, change management, or organizational design within a high-growth tech environment
- Preferred: Experience working in or closely with BPO/vendor governance models at scale (1,000+ partner FTEs across multiple sites and geographies)
- Must live in Ontario, British Columbia, Quebec, Alberta, or Saskatchewan
Benefits
- Bonus eligibility
- Equity eligibility
- Benefits
- Employee Travel Credits
- Occasional work at an Airbnb office or attendance at offsites, as agreed with the manager
- Reasonable accommodations throughout the recruitment process for applicants with disabilities
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