Customer Service Partner Operations Manager, Mandarin Speaking
New
A
AirbnbCustomer service operations
Location: Manila, Philippines; Workplace Type: Remote. This role ... can be based in Singapore, Tokyo, Seoul, or Manila.Full-TimeManager
Salary not disclosed
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Job Details
- Languages
- Fluency in Mandarin and English is required.
- Experience
- 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
- Required Skills
- SQLData AnalysisSalesforceTableauMicrosoft ExcelStakeholder management
Requirements
- Have at least 8 years of progressive experience in customer service or operations.
- Have at least 5 years of experience in partner management or a business process outsourcing (BPO) environment.
- Demonstrate experience driving improved performance as a partner or Regional Operations Manager.
- Have experience deploying resources for real-time crisis situations, including high-severity or high-sensitivity cases.
- Have experience analyzing and reporting data to identify performance trends and implement performance management standards.
- Be able to translate strategic goals into concrete actions for partners.
- Be available to work weekend days and be on call.
- Be able to travel in Europe, APAC, and North America when required.
- Demonstrate partner and stakeholder management, performance management, and data-driven decision-making skills.
- Have proficiency with data analysis and reporting tools such as Tableau, Salesforce, SQL, Excel, or Google Sheets.
- Be fluent in Mandarin and English.
Responsibilities
- Own the overall performance of assigned partners, services, or languages.
- Oversee partner operations and ensure high-quality support for the community.
- Prioritize high-impact performance areas with partners in line with company strategy.
- Work with Quality, Workforce Planning, and Training teams to act on performance insights.
- Represent partners and services across Delivery and Customer Support, and report performance to leadership.
- Hold partners accountable for delivering Airbnb goals.
- Manage the operationalization and adoption of initiatives, projects, and changes.
- Collaborate with peers and internal functions to support global delivery consistency and scalability.
- Identify and drive partner and service-level continuous improvement opportunities.
- Collect community and partner feedback and collaborate with regional market teams as needed.
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