Customer Service Partner Operations Manager, Mandarin Speaking
New
A
AirbnbCustomer service operations
Location: Seoul, Korea
Workplace Type: RemoteFull-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 ExcelGoogle Sheets
Requirements
- Have at least 8 years of progressive experience in customer service or operations.
- Have 5+ years of experience in partner management or a business process outsourcing environment.
- Demonstrate experience improving performance as a partner or Regional Operations Manager.
- Have experience deploying resources during real-time crises, including high-severity or sensitive cases and decisions involving losses.
- Analyze data, report performance trends, and develop and implement performance management standards.
- Translate strategic goals into concrete actions for partners.
- Be available to work weekend days and on-call.
- Be able to travel in Europe, APAC, and North America when required.
- Bring strong partner and stakeholder management, including experience holding BPO partners accountable.
- Use data-driven decision-making and root cause analysis.
- Communicate performance insights and influence stakeholders, including leadership.
- Be proficient with data analysis and reporting tools such as Tableau, Salesforce, SQL, Excel, and Google Sheets.
- Be fluent in Mandarin and English.
Responsibilities
- Own the holistic performance of assigned partners, services, or languages.
- Oversee partner operations and ensure high-quality support for the Airbnb community.
- Prioritize high-impact focus areas and align partner actions with company strategy.
- Work with Quality, Workforce Planning, and Training to analyze performance and take action.
- Represent partners and services across Delivery and Customer Support and report performance to leadership.
- Hold partners accountable for delivering Airbnb goals.
- Operationalize and drive adoption of initiatives, projects, and changes affecting partners or services.
- Identify and lead continuous improvement opportunities and optimize partner and community processes.
- Collaborate with internal teams and regional stakeholders to support initiatives and mitigate risks.
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