Customer Service Partner Operations Manager, Mandarin Speaking

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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

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.
Have experience analyzing data, reporting performance trends, and developing and implementing 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 and an understanding of business process outsourcing at scale.
Use data-driven decision-making and root-cause analysis to guide performance actions.
Have proficiency with data analysis and reporting tools such as Tableau, Salesforce, SQL, Excel, or Google Sheets.
Be fluent in Mandarin and English.

Own the performance of assigned partners, services, or languages and ensure high-quality support for the community.
Establish a strong operational environment and set partners up to deliver effective support.
Prioritize high-impact focus areas with partners in line with company strategy.
Work with Quality, Workforce Planning, and Training to interpret performance insights and take action.
Represent partners and services across Delivery and Customer Support, and report performance and progress to leadership.
Hold partners accountable for delivering company goals.
Lead the operationalization and adoption of initiatives, projects, and changes that affect partners or services.
Identify and drive partner- and service-level continuous improvement opportunities.
Collect community and partner feedback to improve performance and optimize processes.
Collaborate with internal functions and regional teams to launch initiatives, improve operations, and mitigate risks.

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