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
• Manage accountability for partner and service performance, including multiple partners and services
• Enable and oversee a strong operational environment and 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 analyze performance insights and take action
• Serve 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 feedback and represent the community and partners 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 while mitigating risks

• Fluency in Mandarin and English is required
• Visa sponsorship is not available
• Minimum of 8 years of progressive experience in a customer service or operations role
• 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
• Experience developing and implementing performance management standards
• Experience translating broad goals and strategy into 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 partner and stakeholder management skills
• Exceptional performance management at scale
• Strong data-driven decision-making and root cause analysis
• Strong communication, data-driven storytelling, influencing, and stakeholder collaboration skills
• Strong organizational, multitasking, attention-to-detail, and follow-through abilities
• Strategic thinking and problem-solving abilities at scale
• Strong proficiency in Tableau, Salesforce, SQL, Excel, Google Sheets, or similar data analysis and reporting tools