Customer Service Partner Operations Manager, Mandarin Speaking

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

📋 Description

• Deliver outstanding customer service management to the Airbnb community as a Partner Operations Manager, Mandarin.

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

• Take responsibility for partner and service performance across various partners and services.

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

• Prepare partners/services to provide exceptional quality support.

• Focus on high-impact areas that align with the company's strategic goals.

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

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

• Present performance metrics and progress updates to leadership.

• Hold partners accountable for achieving Airbnb's objectives.

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

• Participate in global delivery business reviews and provide performance narratives for senior management.

• Work alongside peers to ensure consistency and scalability within Global Delivery.

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

• Gather community and partner feedback to enhance performance and streamline processes.

• Assist regional market managers and local business operations as necessary.

• Collaborate with BPI, PMO, and Product on initiatives, projects, and changes to enhance partner/service outcomes and mitigate risks.

⛳️ Requirements

• Fluency in Mandarin and English is essential.

• Visa sponsorship is not available.

• A minimum of 8 years of progressive experience in customer service or operations, including over 5 years in a partner management/BPO setting.

• Proven experience in driving performance improvement as a partner/Regional Operations Manager.

• Experience in deploying resources to handle real-time crisis situations, including high-severity cases and having decision-making authority for losses.

• Proficiency in data analysis and reporting to identify performance trends, and in developing and implementing performance management standards.

• Capability to translate overarching goals and strategies into actionable, concrete steps for partners.

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

• Willingness to travel in Europe, APAC, and North America when necessary.

• Exceptional skills in partner and stakeholder management, particularly in large-scale business process outsourcing.

• Excellent performance management abilities at scale.

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

• Proficient communication, data-driven storytelling, and influencing abilities.

• Highly organized, structured, and resourceful, with a keen attention to detail and follow-through.

• Strategic thinking and problem-solving capabilities at scale.

• Strong proficiency in data analysis and reporting tools, including Tableau, Salesforce, SQL, Excel, and Google Sheets.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Flexible working arrangements to promote work-life balance.

• Comprehensive health and wellness benefits.

• Engaging company culture fostering innovation and collaboration.