Customer Service Partner Operations Manager, Mandarin Speaking

🔥 17 hours ago

🌐 Philippines, Singapore, +2 more countries – Remote

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

🎯 Requirements

• 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