Customer Service Partner Operations Manager, Mandarin Speaking

• Provide exceptional customer service management to the Airbnb community as a Partner Operations Manager, Mandarin
• Drive partner and service performance for the global Delivery function
• Own accountability for partner and service performance across multiple partners and services
• Enable and oversee a strong operational environment and ensure high-quality community support
• Set partners/services up to deliver exceptional quality support
• Prioritize high-impact focus areas aligned with company strategy
• Work with Quality, Workforce Planning and Training functions to interpret performance insights and take action
• Act as the single point of contact representing partners/services across Delivery and Customer Support
• Present and report performance and progress to leadership
• Hold partners accountable for delivering Airbnb goals
• Own end-to-end operationalization and adoption of new initiatives, projects and changes
• Contribute to global delivery business reviews and provide performance narratives to senior management
• Collaborate with peers to ensure consistency and scalability in Global Delivery
• Identify and drive tactical and strategic continuous-improvement opportunities
• Collect community and partner feedback to improve performance and optimize processes
• Support regional market managers and local business operations as required
• Collaborate with BPI, PMO and Product on initiatives, projects and changes, improving partner/service outcomes and mitigating risks

• Fluency in Mandarin and English is required
• Visa sponsorship is not available
• A minimum of 8 years of progressive experience in a customer service or operations role, with 5+ years in a partner management/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 and decision-making authority for losses
• Experience in data analysis and reporting to identify performance trends, and developing and implementing performance management standards
• Experience translating big-picture goals and strategy into implementable, concrete actions for partners
• Ability to work weekend days and on-call required
• Able to travel in Europe, APAC and North America when required
• Exceptional partner and stakeholder management, including business process outsourcing at scale
• Exceptional performance management at scale
• Strong data-driven decision-making and root-cause analysis
• Strong communication, data-driven storytelling and influencing skills
• Organized, structured and resourceful, with attention to detail and follow-through
• Strategic thinking and problem-solving abilities at scale
• Strong proficiency in data analysis and reporting tools, including Tableau, Salesforce, SQL, Excel and Google Sheets