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

Airbnb
Seoul, Singapore, Tokyo, Manila
Workplace: RemoteFull timeFunction: Business OperationsExperience: 8+ yearsSkills: ["Partner management","Stakeholder management","Root cause analysis","Communication","Strategic thinking"]

Lead partner and service performance for Airbnb’s global Delivery/Customer Support function, ensuring high-quality community support. Manage multiple partners and services with strong operational setup, prioritizing high-impact focus areas aligned to company strategy. Use data analysis and reporting to identify trends, drive continuous improvement, and hold partners accountable for business goals while collaborating across internal teams and leadership.

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FursaFursa
Airbnb
Airbnb
3 days ago

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

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Lead partner and service performance for Airbnb’s global Delivery/Customer Support function, ensuring high-quality community support. Manage multiple partners and services with strong operational setup, prioritizing high-impact focus areas aligned to company strategy. Use data analysis and reporting to identify trends, drive continuous improvement, and hold partners accountable for business goals while collaborating across internal teams and leadership.
Location: Seoul, Singapore, Tokyo, Manila
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Accountable for the holistic performance of a partner/service, enabling a strong operational environment and ensuring high-quality support for the community.
  • •Set up partners/services to deliver exceptional quality support and prioritize high-impact focus areas aligned with company strategy.
  • •Act as a single point of contact across Delivery and CS, presenting and reporting performance and progress to leadership.
  • •Own end-to-end operationalization and adoption of new initiatives, projects, and changes affecting partners/services, ensuring alignment with Global CS Delivery.
  • •Identify and drive continuous improvement opportunities using performance analysis, collect community/partner feedback, and collaborate with internal functions (Quality, Workforce planning, Training, BPI, PMO, Product) to mitigate risks and launch improvements.
Travel: Extensive travel

Key Requirements

  • •Minimum 8 years of progressive experience in customer service or operations, including 5+ years in partner management within a BPO environment.
  • •Demonstrated experience driving improved performance as a partner/Regional Operations manager.
  • •Experience deploying resources to manage real-time crisis situations, including high severity/sensitivity cases and decision-making authority for losses.
  • •Experience in data analysis and reporting to identify performance trends and develop performance management standards.
  • •Ability to work weekend days and be on-call; able to travel in Europe, APAC, and NA when required.
Experience:8+ yearsBPOCustomer service
Skills:Partner managementStakeholder managementRoot cause analysisCommunicationStrategic thinking
Languages:EnglishMandarin
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