# Customer Service Partner Operations Manager, Mandarin Speaking

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

> 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.

## Job Description

## 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.

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