Customer Service Partner Operations Manager, Mandarin Speaking (Singapore Based)
Core
Manage and optimize the performance of third-party partners and services delivering customer support for the Airbnb community, ensuring high-quality support through operational oversight and process improvement.
Role type
Senior Partner Operations Manager (BPO/Outsourced Support)
Builds
Customer support operations and service delivery for Airbnb hosts and guests
Domain
Travel & Hospitality / Business Process Outsourcing (BPO)
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Partner management, BPO operations, performance analysis, stakeholder management, strategic planning, crisis management, data analysis, root cause analysis, change management
Preferred skills
Experience with global delivery functions, travel to APAC/Europe/NA, weekend availability
Technologies
Tableau, Salesforce, SQL, Excel, Google Sheets
Responsibilities
Oversee operational environment for partners to ensure high-quality community support; Set success criteria and drive performance improvements for partners; Collaborate with internal functions (Quality, Workforce Planning, Training) to analyze insights and take action; 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 adoption of new initiatives and changes; Collaborate with peers to ensure consistency and scalability; Identify and drive continuous improvement opportunities; Collect feedback to optimize processes.
Seniority
Senior, hands-on IC with strategic oversight
