Customer Service Partner Operations Manager, Mandarin Speaking

Responsibilities

• Own holistic performance for assigned partners, services, or language operations.
• Establish and oversee an operational environment that delivers high-quality customer support.
• Set partners and services up for success, prioritize high-impact focus areas, and align execution with company strategy.
• Partner with Quality, Workforce Planning, and Training teams to interpret performance insights and take corrective action.
• Serve as the primary point of contact for partners and services across Delivery and Customer Service.
• Present performance and progress reports to leadership and hold partners accountable for business goals.
• Lead the operationalization and adoption of new initiatives, projects, and changes.
• Contribute performance narratives to global delivery business reviews and collaborate with peers on consistency and scalability.
• Drive tactical and strategic continuous-improvement opportunities.
• Gather community and partner feedback to improve performance and processes.
• Support regional market managers and local business operations as needed.
• Collaborate with BPI, PMO, and Product teams on launches, projects, process improvements, and risk mitigation.

Requirements

• At least 8 years of progressive experience in customer service or operations, including 5+ years in partner management or a business process outsourcing environment.
• Experience improving performance as a Partner Operations Manager or Regional Operations Manager.
• Experience deploying resources for real-time crisis situations, managing high-severity or sensitive cases, and making decisions regarding losses.
• Experience analyzing data and reporting performance trends, and developing and implementing performance-management standards.
• Ability to translate strategic goals into concrete actions for partners.
• Exceptional partner and stakeholder management skills, including experience managing business process outsourcing at scale.
• Strong performance management, goal setting, and success-metric ownership.
• Data-driven decision-making and root-cause analysis skills.
• Strong communication, data storytelling, influencing, and leadership-presentation skills.
• Strategic thinking, problem-solving, organization, multitasking, and attention to detail.
• Strong proficiency with data analysis and reporting tools such as Tableau, Salesforce, SQL, Excel, and Google Sheets.
• Fluency in Mandarin and English.
• Ability to work weekend days and participate in on-call coverage.
• Willingness to travel in Europe, APAC, and North America as required.

Compensation & Benefits

• Full-time position.
• Visa sponsorship is not available.