# Customer Service Partner Operations Manager, Mandarin Speaking

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

> Leads partner and service performance for customer service delivery, driving operational excellence, analytics, continuous improvement, and crisis response. Requires 8+ years in customer service or operations, deep BPO or partner-management experience, and Mandarin and English fluency.

## Job Description

## 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.

## Similar jobs

- [Senior Technical Account Manager (TAM)](https://hotfix.jobs/jobs/a896215c-f863-4067-90c4-45be813c6813) - Stellar Cyber - Remote
- [Technical Account Manager, Observe](https://hotfix.jobs/jobs/8867918c-67fc-409c-8689-d26fe72b0abf) - Snowflake - Remote - $148k – $194k/yr
- [Senior Technical Account Manager, ANZ](https://hotfix.jobs/jobs/643dbe2a-b66e-4324-8e9c-e5ce19d68654) - Wiz - Remote
- [Sr. Manager, Commercial Customer Success](https://hotfix.jobs/jobs/e7ab87fe-a452-472a-a0a5-24610267ff04) - Vanta - Remote - $198k – $233k/yr
- [Customer Success Team Lead, Enterprise](https://hotfix.jobs/jobs/67d002ac-6c90-40b4-9761-f420b13728fb) - Dandy - Remote - $120k – $120k/yr

**Apply:** https://hotfix.jobs/jobs/b7cf485c-6d35-4032-b2b4-f05c3e6a515f
**Canonical:** https://hotfix.jobs/jobs/b7cf485c-6d35-4032-b2b4-f05c3e6a515f