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

Airbnb
Manila, Singapore, Tokyo, Seoul
Workplace: RemoteFull timeFunction: Business OperationsExperience: 8+ yearsSkills: ["Partner and stakeholder management","Performance management","Data-driven decision-making","Communication","Organizational skills"]

Lead partner and service performance for Airbnb’s global Customer Service Delivery function, driving operational excellence across outsourced partners and language coverage. You’ll set partners up for success, prioritize high-impact focus areas, analyze performance trends, and translate strategy into concrete actions. Serve as a single point of contact across Delivery and CS, report outcomes to leadership, and spearhead continuous improvement initiatives to enhance quality support for the community.

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FursaFursa
Airbnb
Airbnb
3 days ago

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

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Lead partner and service performance for Airbnb’s global Customer Service Delivery function, driving operational excellence across outsourced partners and language coverage. You’ll set partners up for success, prioritize high-impact focus areas, analyze performance trends, and translate strategy into concrete actions. Serve as a single point of contact across Delivery and CS, report outcomes to leadership, and spearhead continuous improvement initiatives to enhance quality support for the community.
Location: Manila, Singapore, Tokyo, Seoul
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Accountable for holistic performance of partners and services, ensuring high-quality community support.
  • •Set up partners/services to deliver exceptional support quality and prioritize high-impact focus areas aligned to company strategy.
  • •Partner with internal functions (Quality, Workforce planning, Training) to understand performance insights and take action.
  • •Serve as a single point of contact across Delivery and CS, and present/report performance and progress to leadership.
  • •Own end-to-end operationalization and adoption of new initiatives, projects, and changes affecting partners/services, driving continuous improvement opportunities.
Travel: High travel

Key Requirements

  • •Minimum 8 years of progressive experience in customer service or operations roles, with 5+ years in partner management in a BPO environment.
  • •Experience driving improved performance as a partner/Regional Operations manager.
  • •Experience deploying resources to manage real-time crisis situations, including handling high severity/sensitivity cases.
  • •Experience in data analysis and reporting to identify performance trends and develop performance management standards.
  • •Ability to work weekend days and on-call, and travel when required.
Experience:8+ yearsBPOCustomer servicePartner managementOperations
Skills:Partner and stakeholder managementPerformance managementData-driven decision-makingCommunicationOrganizational skills
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