Customer Service Partner Operations Manager, Mandarin Speaking

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

📋 Description

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

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

• Take full responsibility for partner and service performance and operationalize business process outsourcing.

• Oversee various partners and services as necessary.

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

• Equip partners/services to provide exceptional quality support.

• Focus on high-impact areas that align with company strategy.

• Collaborate with Quality, Workforce Planning, and Training to review performance insights and implement necessary actions.

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

• Present and communicate performance and progress updates to leadership.

• Hold partners accountable for achieving Airbnb's goals.

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

• Contribute to global delivery business reviews and performance narratives.

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

• Identify and promote opportunities for continuous improvement.

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

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

• Collaborate with BPI, PMO, and Product on initiatives, projects, and changes aimed at improving services and mitigating risks.

⛳️ Requirements

• Proficiency in both Mandarin and English is essential.

• At least 8 years of progressive experience in customer service or operations, with a minimum of 5 years in partner management within a BPO environment.

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

• Experience in deploying resources to handle real-time crises, including high severity/sensitivity cases, with decision-making authority over losses.

• Skilled in data analysis and reporting to identify performance trends and develop as well as implement performance management standards.

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

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

• Willingness to travel across Europe, APAC, and NA when necessary.

• Exceptional skills in partner and stakeholder management.

• Comprehensive understanding of large-scale business process outsourcing.

• Expertise in performance management on a large scale.

• Strong data-driven decision-making skills, including root cause analysis.

• Excellent communication, data-driven storytelling, and influencing capabilities.

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

• Strategic thinker with problem-solving capabilities at scale.

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

🏝️ Benefits

• Full-time position.

• Remote work environment.

• Visa sponsorship is not available.