Customer Service Partner Operations Manager, Mandarin Speaking
New
A
AirbnbCustomer service operations
This role is a full time position and 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 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 BPO environment.
- Demonstrate experience improving 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 with data analysis and reporting to identify performance trends and implement performance management standards.
- Be able to translate strategic goals into concrete partner actions.
- 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, including understanding business process outsourcing at scale.
- Use root cause analysis and data-driven decision-making.
- Have strong 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 holistic performance of assigned partners, services, or languages.
- Oversee partner operations and ensure high-quality support for the community.
- Set partner and service priorities in line with company strategy.
- Work with Quality, Workforce Planning, and Training to assess 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 oversee the adoption of initiatives, projects, and changes affecting partners or services.
- Identify and drive partner- and service-level continuous improvement opportunities.
- Collect community and partner feedback to improve performance and processes.
- Collaborate with regional markets and internal functions on initiatives, launches, and risk mitigation.
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