Customer Service Partner Operations Manager, Mandarin Speaking (Manila 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)
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 | 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 in APAC region, travel to 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 for partners to deliver exceptional service; Prioritize high-impact focus areas aligned with company strategy; Collaborate with internal functions (Quality, Workforce Planning, Training) to drive performance improvements; 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; Drive adoption of new initiatives and changes; Collaborate with peers for consistency and scalability; Identify and drive continuous improvement opportunities; Collect feedback to optimize processes.
Seniority
Senior, hands-on IC with strategic oversight