Customer Service Partner Operations Manager, Mandarin Speaking

Responsibilities

• Own holistic performance of partners, services, or language operations.
• Establish and oversee operational environments that deliver high-quality customer support.
• Prioritize high-impact focus areas aligned with company strategy.
• Partner with Quality, Workforce Planning, and Training teams to analyze performance insights and take corrective action.
• Serve as the primary point of contact for partners and services across Customer Service and Delivery.
• Report performance and progress to leadership and hold partners accountable for company goals.
• Operationalize and drive adoption of new initiatives, projects, and process changes.
• Contribute to global delivery business reviews and ensure consistency and scalability across teams.
• Drive tactical and strategic continuous-improvement opportunities.
• Gather community and partner feedback to optimize processes and performance.
• Support regional market managers and local business operations as needed.
• Collaborate with BPI, PMO, and Product teams to launch initiatives and mitigate risks.
• Manage real-time crisis situations, including high-severity or sensitive cases and loss-related decisions.
• Work weekend days and participate in on-call coverage; travel across Europe, APAC, and North America as required.

Requirements

• At least 8 years of progressive experience in customer service or operations.
• At least 5 years of experience in partner management or business process outsourcing environments.
• Experience improving performance as a partner or regional operations manager.
• Experience deploying resources during real-time crisis situations.
• Experience with data analysis, reporting, performance trends, and performance-management standards.
• Ability to translate strategic goals into concrete actions for partners.
• Exceptional partner and stakeholder-management skills.
• Strong performance-management, communication, influencing, and data-driven storytelling skills.
• Strong root-cause analysis, strategic thinking, and problem-solving abilities.
• Ability to remain calm under pressure, prioritize effectively, and manage ambiguity.
• Strong proficiency in data analysis and reporting tools, including Tableau, Salesforce, SQL, Excel, and Google Sheets.
• Fluency in Mandarin and English.
• Visa sponsorship is not available.