Customer Service Partner Operations Manager, Mandarin Speaking

This is a fully remote position, open to applicants in Philippines, +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 the overall performance of various partners and services.

• Implement and drive business process outsourcing initiatives.

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

• Equip partners/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 analyze performance data and implement improvements.

• Serve as the main point of contact for partners/services within Delivery and Customer Support.

• Report and present performance and progress updates to leadership.

• Hold partners accountable for achieving Airbnb's objectives.

• Manage the operationalization and implementation of new initiatives, projects, and changes.

• Contribute to global delivery business reviews and provide performance insights to leadership.

• Work with colleagues to ensure consistency and scalability within Global Delivery.

• Identify and promote continuous improvement opportunities for partners/services.

• Gather feedback from the community and partners to enhance performance and optimize processes.

• Support regional markets, market managers, and local business operations as necessary.

• Collaborate with BPI, PMO, Product, and other internal teams on launches and changes to improve partner/service outcomes and mitigate risks.

⛳️ Requirements

• Proficiency in both Mandarin and English is essential.

• Visa sponsorship is not provided.

• A minimum of 8 years of advancing experience in customer service or operations roles, including at least 5 years in partner management within a BPO environment.

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

• Experience in deploying resources to handle real-time crisis situations, including high severity/sensitivity cases and making decisions regarding losses.

• Expertise in data analysis and reporting to uncover performance trends, and developing and implementing performance management standards.

• Demonstrated ability to translate overarching goals and strategies into actionable steps for partners.

• Willingness to work on weekends and be on-call as required.

• Ability to travel within Europe, APAC, and North America as necessary.

• Comprehensive understanding of large-scale business process outsourcing.

• Exceptional performance management skills at scale.

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

• Excellent communication, storytelling through data, influencing, stakeholder management, and time-sensitive situation management abilities.

• Organized, structured, resourceful, detail-oriented, and capable of multitasking.

• Strategic thinking and problem-solving capabilities on a large scale.

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

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Comprehensive health insurance and wellness programs.

• Flexible work arrangements and a supportive work environment.