Customer Service Partner Operations Manager, Mandarin Speaking

This is a fully remote position, open to applicants in Japan, +3 more countries.

📋 Description

• Deliver outstanding customer service management to the Airbnb community in the role of Partner Operations Manager, Mandarin.

• Enhance partner and service performance for the global Delivery function.

• Take responsibility for partner and service performance, including multiple partners and services.

• Foster and maintain a robust operational environment with high-quality community support.

• Equip partners and services to provide exceptional quality support.

• Focus on high-impact areas that align with the company’s strategic objectives.

• Collaborate with Quality, Workforce Planning, and Training teams to evaluate performance insights and implement corrective actions.

• Act as the primary point of contact representing partners and services throughout Delivery and Customer Support.

• Present and report on performance and progress to leadership.

• Ensure partners meet Airbnb's goals through accountability.

• Oversee the complete operationalization and adoption of new initiatives, projects, and changes.

• Contribute to global delivery business reviews and provide performance narratives to senior management.

• Work alongside peers to guarantee consistency and scalability in Global Delivery.

• Identify and pursue both tactical and strategic continuous improvement opportunities.

• Gather feedback and advocate for the community and partners to enhance performance and streamline processes.

• Provide support to regional market managers and local business operations as necessary.

• Collaborate with BPI, PMO, and Product on initiatives, projects, and changes while managing risks.

⛳️ Requirements

• Proficiency in both Mandarin and English is mandatory.

• Visa sponsorship is not an option.

• A minimum of 8 years of progressive experience in customer service or operations roles is required.

• At least 5 years experience in partner management within a BPO environment.

• Proven track record of improving performance as a partner/Regional Operations manager.

• Experience in resource deployment to handle real-time crisis situations, including high severity/sensitivity cases and exercising decision-making authority regarding losses.

• Skilled in data analysis and reporting to identify performance trends.

• Experience in developing and applying performance management standards.

• Ability to translate broad goals and strategies into actionable plans for partners.

• Availability to work on weekends and be on-call when necessary.

• Willingness to travel in Europe, APAC, and North America as required.

• Comprehensive understanding of business process outsourcing at scale.

• Exceptional skills in partner and stakeholder management.

• Proficient in performance management at scale.

• Strong data-driven decision-making capabilities and root cause analysis skills.

• Excellent communication, data-driven storytelling, influencing, and stakeholder collaboration abilities.

• Strong organizational skills, multitasking, attention to detail, and follow-through capabilities.

• Strategic thinking and problem-solving skills at scale.

• High proficiency in Tableau, Salesforce, SQL, Excel, Google Sheets, or similar data analysis and reporting tools.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• A dynamic work environment that promotes innovation and collaboration.

• Flexible work arrangements to support work-life balance.