Customer Service Partner Operations Manager, Mandarin Speaking (Singapore Based)

Airbnb
Singapore, Tokyo, Seoul, Manila
Workplace: RemoteFull timeFunction: Business OperationsExperience: 8+ yearsSkills: ["Hospitable","Analytical","Organized","Stakeholder management","Communication"]

Lead Partner Operations for Airbnb’s global Delivery function, driving partner and service performance for Mandarin and English support. Own holistic performance and operational excellence across multiple partners/services, translating strategic goals into concrete actions, managing high-severity situations, and using data to identify trends and continuous improvements. Serve as a single point of contact across Delivery and Community Support, reporting progress to leadership and partnering with internal teams to launch and operationalize initiatives.

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FursaFursa
Airbnb
Airbnb
3 days ago

Customer Service Partner Operations Manager, Mandarin Speaking (Singapore Based)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Lead Partner Operations for Airbnb’s global Delivery function, driving partner and service performance for Mandarin and English support. Own holistic performance and operational excellence across multiple partners/services, translating strategic goals into concrete actions, managing high-severity situations, and using data to identify trends and continuous improvements. Serve as a single point of contact across Delivery and Community Support, reporting progress to leadership and partnering with internal teams to launch and operationalize initiatives.
Location: Singapore, Tokyo, Seoul, Manila
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Drive partner and service performance as part of the global Delivery function, accountable for holistic outcomes.
  • •Enable and oversee an operational environment for partners/services to ensure high-quality community support.
  • •Set up partners/services to deliver exceptional support, prioritizing high-impact focus areas aligned to company strategy.
  • •Collaborate with internal functions (e.g., Quality, Workforce planning, Training) to use insights and take action based on performance.
  • •Act as a single point of contact for Delivery and Community Support, presenting and reporting performance/progress to leadership and leadership reviews.
Travel: Medium travel

Key Requirements

  • •Minimum 8 years of progressive experience in customer service or operations, with 5+ years in partner management in a BPO environment.
  • •Demonstrable experience improving partner performance as a partner/regional operations manager.
  • •Experience deploying resources to manage real-time crisis situations, including high-severity/sensitivity cases with decision-making authority.
  • •Experience with data analysis and reporting to identify performance trends and implement performance management standards.
  • •Strong proficiency with analytics/reporting tools such as Tableau, Salesforce, SQL, Excel, and Google Sheets.
Experience:8+ yearsBPOCustomer servicePartner management
Skills:HospitableAnalyticalOrganizedStakeholder managementCommunication
Languages:MandarinEnglish
Tech Stack:TableauSalesforceSQLExcelGoogle Sheets

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Airbnb
Online marketplace that connects travelers with hosts offering short-term lodging, experiences, and long-term stays. Facilitates booking, payments, and reviews while providing tools for hosts to manage listings globally.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
WebsiteLinkedIn