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

Airbnb
Singapore, Tokyo, Seoul, Manila
Workplace: RemoteFull timeFunction: Business OperationsExperience: 8+ yearsSkills: ["Stakeholder management","Data-driven decision making","Communication","Organizational skills","Strategic thinking"]

Lead partner and service performance for Airbnb’s global Customer Service Delivery function, ensuring high-quality support for the community through strong partner and BPO operational management. You’ll set partners up for success, prioritize high-impact focus areas, drive continuous improvement, and present performance narratives to leadership. The role balances day-to-day execution with initiative operationalization, using data and reporting tools to manage metrics and root causes.

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FursaFursa
Airbnb
Airbnb
2 days ago

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

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Lead partner and service performance for Airbnb’s global Customer Service Delivery function, ensuring high-quality support for the community through strong partner and BPO operational management. You’ll set partners up for success, prioritize high-impact focus areas, drive continuous improvement, and present performance narratives to leadership. The role balances day-to-day execution with initiative operationalization, using data and reporting tools to manage metrics and root causes.
Location: Singapore, Tokyo, Seoul, Manila
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Accountable for holistic partner/service performance and enabling a strong operational environment for high-quality community support.
  • •Set partners/services up for success to deliver exceptional support quality aligned with company strategy.
  • •Work with internal functions (Quality, Workforce planning, Training) to act on performance insights.
  • •Serve as the single point of contact representing the partner/service across Delivery and CS, and present/report performance to leadership.
  • •Operationalize and drive adoption of new initiatives and improvements, collecting community/partner feedback to optimize processes and mitigate risks.
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 driving improved 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 in data analysis and reporting to identify performance trends and develop performance management standards.
  • •Strong proficiency with data analysis/reporting tools (e.g., Tableau, Salesforce, SQL, Excel, Google Sheets) plus ability to work weekends/on-call and travel when required.
Experience:8+ yearsBPO
Skills:Stakeholder managementData-driven decision makingCommunicationOrganizational skillsStrategic thinking
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