Customer Service Partner Operations Manager, Mandarin Speaking

🕒 Setembro 2

🌐 Filipinas, Singapura, +2 outros países – Remoto

🇵🇭 Filipinas – Remoto 🇸🇬 Singapura – Remoto 🇯🇵 Japão – Remoto 🇰🇷 Coreia do Sul – Remoto

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

💝 Suporte ao Cliente

👻 Score fantasma 10%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Airbnb

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 2007

✈️ Turismo

📦 Logística

🛍️ Comércio Eletrônico

💰 Post-IPO Equity em 2020-12

Travel • Logistics • eCommerce

O Airbnb é um marketplace online global que conecta pessoas em busca de hospedagem a anfitriões que oferecem opções de estadia únicas e diversas, muitas vezes em propriedades residenciais. Os usuários podem reservar espaços que vão de apartamentos de um quarto a casas inteiras e hotéis boutique. O Airbnb também oferece Experiências, permitindo que hóspedes reservem atividades oferecidas por moradores locais, proporcionando uma experiência de viagem autêntica.

Descrição

• Provide exceptional customer service management to the Airbnb community as a Partner Operations Manager, Mandarin • Drive partner and service performance for the global Delivery function • Be accountable for the holistic performance of multiple partners and services • Operationalize and drive business process outsourcing • Enable and oversee a strong operational environment and ensure high-quality community support • Set partners/services up to deliver exceptional quality support • Prioritize high-impact focus areas aligned with company strategy • Work with Quality, Workforce Planning, and Training to analyze performance insights and take action • Act as the single point of contact for partners/services across Delivery and Customer Support • Present and report performance and progress to leadership • Hold partners accountable for Airbnb goals • Own the operationalization and adoption of new initiatives, projects, and changes • Contribute to global delivery business reviews and provide performance narratives to leadership • Collaborate with peers to ensure consistency and scalability in Global Delivery • Identify and drive partner/service continuous improvement opportunities • Collect community and partner feedback to improve performance and optimize processes • Support regional markets, market managers, and local business operations as required • Collaborate with BPI, PMO, Product, and other internal functions on launches and changes, improving partner/service outcomes and mitigating risks

🎯 Requisitos

• Fluency in Mandarin and English is required • Visa sponsorship is not available • A minimum of 8 years of progressive experience in a customer service or an operations role, with 5+ years in a partner management, BPO environment • Demonstrable experience in driving improved performance as a partner/Regional Operations manager • Experience in deploying resources to manage real-time crisis situations, including high severity/sensitivity cases and decision-making authority for losses • Experience in data analysis and reporting to identify performance trends, and developing and implementing performance management standards • Demonstrable experience translating big-picture goals and strategy into implementable, concrete actions for partners • Ability to work weekend days and on-call required • Able to travel in Europe, APAC and North America when required • In-depth understanding of business process outsourcing at scale • Exceptional performance management at scale • Strong data-driven decision-making and root cause analysis • Strong communication, data-driven storytelling, influencing, stakeholder management, and time-sensitive situation management skills • Organized, structured, resourceful, detail-oriented, and able to multitask • Strategic thinking and problem-solving abilities at scale • Strong proficiency in Tableau, Salesforce, SQL, Excel, Google Sheets, or similar data analysis and reporting tools