Customer Service Partner Operations Manager, Mandarin Speaking

🔥 17 hours ago

🌐 Japan, Singapore, +2 more countries – Remote

🇯🇵 Japan – Remote 🇸🇬 Singapore – Remote 🇰🇷 South Korea – Remote 🇵🇭 Philippines – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

✈️ Travel

📦 Logistics

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

Travel • Logistics • eCommerce

Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.

📋 Description

• 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 • Manage accountability for partner and service performance, including multiple partners and services • Enable and oversee a strong operational environment and 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 functions to analyze performance insights and take action • Serve as the single point of contact representing partners/services across Delivery and Customer Support • Present and report performance and progress to leadership • Hold partners accountable for delivering Airbnb goals • Own end-to-end operationalization and adoption of new initiatives, projects, and changes • Contribute to global delivery business reviews and provide performance narratives to senior management • Collaborate with peers to ensure consistency and scalability in Global Delivery • Identify and drive tactical and strategic continuous improvement opportunities • Collect feedback and represent the community and partners to improve performance and optimize processes • Support regional market managers and local business operations as required • Collaborate with BPI, PMO, and Product on initiatives, projects, and changes while mitigating risks

🎯 Requirements

• Fluency in Mandarin and English is required • Visa sponsorship is not available • Minimum of 8 years of progressive experience in a customer service or operations role • 5+ years in a partner management, BPO environment • Demonstrable experience driving improved performance as a partner/Regional Operations manager • Experience 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 • Experience developing and implementing performance management standards • Experience translating broad goals and strategy into 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 partner and stakeholder management skills • Exceptional performance management at scale • Strong data-driven decision-making and root cause analysis • Strong communication, data-driven storytelling, influencing, and stakeholder collaboration skills • Strong organizational, multitasking, attention-to-detail, and follow-through abilities • Strategic thinking and problem-solving abilities at scale • Strong proficiency in Tableau, Salesforce, SQL, Excel, Google Sheets, or similar data analysis and reporting tools