# Customer Service Partner Operations Manager, Mandarin Speaking

**Company:** [Airbnb](https://hotfix.jobs/companies/airbnb)
**Location:** Unspecified
**Role:** Customer Success
**Experience:** 8+ years
**Skills:** Business Process Outsourcing, Partner Management, Stakeholder Management, Data Analysis, Root Cause Analysis, Performance Management, Tableau, Salesforce, SQL, Excel, Google Sheets
**Posted:** 2026-09-02

> Manages outsourced customer-service partners and language operations, driving performance, quality, process adoption, and continuous improvement. Requires 8+ years in customer service or operations, deep BPO partner-management experience, Mandarin and English fluency, and strong analytical skills.

## Job Description

## 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.

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