Customer Service Partner Operations Manager, Mandarin Speaking (Singapore Based)
Core
Partner Operations Manager responsible for managing BPO partners and services to deliver exceptional customer support for the Airbnb community.
Role type
Senior IC Partner Operations Manager
Builds
Customer support services for Airbnb hosts and guests
Domain
Travel & Hospitality / Business Process Outsourcing
Required skills
Partner management, BPO operations, performance analysis, stakeholder management, crisis management, strategic planning, process improvement, resource deployment, quality assurance
Preferred skills
None stated
Technologies
None stated
Responsibilities
Oversee operational environment for partners and services to ensure high-quality support; Prioritize high-impact focus areas aligned with company strategy; Collaborate with internal functions (Quality, Workforce Planning, Training) to analyze performance and drive actions; Act as single point of contact for partners across Delivery and CS; Report performance and progress to leadership; Hold partners accountable for Airbnb goals; Drive end-to-end operationalization of new initiatives; Collaborate with peers for consistency and scalability; Identify and drive continuous improvement opportunities; Collect feedback to optimize processes; Support regional market managers as required; Collaborate with internal functions (BPI, PMO, Product) on initiatives to mitigate risks.
Seniority
Senior, hands-on IC
