Customer Service Partner Operations Manager, Mandarin Speaking
Manages outsourced customer-service partners and service performance, driving operational quality, strategic initiatives, reporting, and continuous improvement. Requires 8+ years in customer service or operations, extensive BPO partner management, Mandarin and English fluency, and APAC-based availability.
About the job
Responsibilities
- Own the 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.
- Work with Quality, Workforce Planning, and Training teams to interpret performance insights and take corrective action.
- Serve as the primary point of contact for partner or service operations 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 process changes.
- Contribute to global delivery business reviews and ensure consistency and scalability across regions.
- Drive tactical and strategic continuous-improvement initiatives.
- Gather feedback from the community and partners to optimize processes and performance.
- Collaborate with regional market managers, Business Process Improvement, PMO, and Product teams on launches and risk mitigation.
- Manage real-time crisis situations, high-severity or sensitive cases, and loss-related decisions.
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 during real-time crisis situations.
- Experience with data analysis, reporting, performance trends, and performance-management standards.
- Ability to translate strategic goals into concrete partner actions.
- Exceptional partner and stakeholder management skills, including business process outsourcing at scale.
- Strong performance management, data-driven decision-making, root-cause analysis, communication, and influencing skills.
- Strategic thinking, problem-solving, organization, resourcefulness, and attention to detail.
- Fluency in Mandarin and English.
- Ability to work weekend days and participate in on-call coverage.
- Ability to travel in Europe, Asia-Pacific, and North America as required.
Nice to Have
- Proficiency with Tableau, Salesforce, SQL, Excel, and Google Sheets.
Skills
Business Process Outsourcing, Partner Management, Stakeholder Management, Performance Management, Data Analysis, Root Cause Analysis, Tableau, Salesforce, SQL, Excel, Google Sheets, Crisis Management
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