Customer Service Partner Operations Manager, Mandarin Speaking
Manages outsourced customer-service partners and service performance for Airbnb’s global delivery organization, combining operational oversight, crisis management, stakeholder leadership, and data-driven continuous improvement. Requires 8+ years in customer service or operations, BPO/partner-management experience, and Mandarin and English fluency.
About the job
Responsibilities
- Own the holistic performance of assigned partners, services, or languages.
- Establish and oversee strong operational environments that deliver high-quality customer support.
- Set partners and services up for success and prioritize high-impact focus areas aligned with company strategy.
- Work with Quality, Workforce Planning, and Training teams to interpret performance insights and take action.
- Serve as the primary point of contact for assigned partners and services across Delivery and Customer Service.
- Report performance and progress to leadership and hold partners accountable for company goals.
- Lead the operationalization and adoption of new initiatives, projects, and changes.
- Contribute to global delivery business reviews and collaborate with peers to ensure consistency and scalability.
- Drive strategic initiatives and continuous-improvement opportunities at partner and service levels.
- Gather feedback from the community and partners to improve performance and optimize processes.
- Support regional market managers and local business operations as needed.
- Collaborate with BPI, PMO, and Product teams on launches, initiatives, and risk mitigation.
Requirements
- 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 or regional operations manager.
- Experience deploying resources for real-time crisis situations, including high-severity or sensitive cases and loss-related decisions.
- Experience with data analysis, performance reporting, trend identification, and performance-management standards.
- Ability to translate strategic goals into concrete actions for partners.
- Exceptional partner and stakeholder management skills, with an understanding of business process outsourcing at scale.
- Strong performance management, goal-setting, root-cause analysis, and data-driven decision-making skills.
- Strong communication, data storytelling, influencing, problem-solving, and strategic-thinking skills.
- Highly organized, structured, resourceful, detail-oriented, and able to manage ambiguity and multiple priorities.
- 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.
- Visa sponsorship is not available.
Tools and Technical Skills
- Tableau
- Salesforce
- SQL
- Microsoft Excel
- Google Sheets
Compensation and Benefits
- Compensation details are not provided.
Skills
Business Process Outsourcing, Partner Management, Stakeholder Management, Performance Management, Data Analysis, Root Cause Analysis, Tableau, Salesforce, SQL, Excel, Google Sheets
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