Customer Service Partner Operations Manager, Mandarin Speaking (Seoul Based)
Core
Manage and optimize the performance of third-party partners and services delivering customer support for Airbnb's global community, specifically focusing on Mandarin-speaking operations.
Role type
Senior Partner Operations Manager (BPO/Outsourcing)
Builds
High-quality customer support services and operational efficiency for Airbnb's partner network
Domain
Travel & Hospitality / Customer Experience / Business Process Outsourcing
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Partner management, BPO operations, performance analysis, stakeholder management, strategic planning, crisis management, data-driven decision making, change management
Preferred skills
Experience with Tableau, Salesforce, SQL, Excel, Google Sheets
Technologies
Tableau, Salesforce, SQL, Excel, Google Sheets
Responsibilities
Oversee operational environment and quality support for partners; Set success criteria for partners to deliver exceptional community support; Prioritize high-impact focus areas aligned with company strategy; Collaborate with internal functions (Quality, Workforce Planning, Training) to drive performance insights; Act as single point of contact for partners across Delivery and CS; Report performance and progress to leadership; Hold partners accountable for Airbnb goal delivery; Own end-to-end operationalization of new initiatives; Ensure alignment with Global CS Delivery; Collaborate with peers for consistency and scalability; Drive continuous improvement opportunities; Collect feedback to optimize processes; Support regional market managers as required; Collaborate with BPI, PMO, and Product on initiative launches.
Seniority
Senior, hands-on IC with strategic oversight