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
• Be accountable for the holistic performance of multiple partners and services
• Operationalize and drive business process outsourcing
• 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 to analyze performance insights and take action
• Act as the single point of contact for partners/services across Delivery and Customer Support
• Present and report performance and progress to leadership
• Hold partners accountable for Airbnb goals
• Own the operationalization and adoption of new initiatives, projects, and changes
• Contribute to global delivery business reviews and provide performance narratives to leadership
• Collaborate with peers to ensure consistency and scalability in Global Delivery
• Identify and drive partner/service continuous improvement opportunities
• Collect community and partner feedback to improve performance and optimize processes
• Support regional markets, market managers, and local business operations as required
• Collaborate with BPI, PMO, Product, and other internal functions on launches 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 an operations role, with 5+ years in a partner management, BPO environment
• Demonstrable experience in driving improved performance as a partner/Regional Operations manager
• Experience in 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
• Demonstrable 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
• In-depth understanding of business process outsourcing at scale
• Exceptional performance management at scale
• Strong data-driven decision-making and root cause analysis
• Strong communication, data-driven storytelling, influencing, stakeholder management, and time-sensitive situation management skills
• Organized, structured, resourceful, detail-oriented, and able to multitask
• Strategic thinking and problem-solving abilities at scale
• Strong proficiency in Tableau, Salesforce, SQL, Excel, Google Sheets, or similar data analysis and reporting tools