# Customer Service Partner Operations Manager, Mandarin Speaking (Manila Based)

**Company**: Airbnb
**Location**: Manila
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q63327

**Apply**: https://job-boards.greenhouse.io/airbnb/jobs/8172735?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_8c9f64c4-a21

## Description

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer service management to the Airbnb community as a Partner Operations Manager, Mandarin.

The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through partner and service management.

**Responsibilities**

- Accountable and responsible for the holistic performance of a partner or service or language

- Enable and oversee a strong operational environment for your partners and services and ensure high quality support for the community from your partners

- Set up for success your partner / service to deliver exceptional quality support to our community

- Prioritise high impact focus areas with your partner/service in line with the company strategy

- Actively work with core internal functions such as Quality, Workforce planning, Training to understand insights on performance and based on them, action within your partner / service

- Act as a single point of contact, representing your partner / service across Delivery and CS

- Present & report up on performance & progress to leadership across Delivery and CS

- Hold partners accountable for the delivery of Airbnb goals

- Own end to end the operationalization and successful adoption of new initiatives, projects and changes that impact your partner or service or language

- Ensure alignment with Global CS Delivery

- Input collectively with other ROMs to Sr Management and into the global delivery business reviews to provide a complete performance narrative to our leadership

- Collaborate with your peers to ensure consistency & scalability in Global Delivery Support and drive strategic initiatives within Delivery and your service

- Identify and drive partner and service level continuous improvement opportunities that enhance performance, both day to day tactical and strategic forward looking

- Collect feedback and be the voice of our community and partners to improve performance and optimize processes for the partner, service and global community

- As required, collaborate with and understand the needs of your regional market and provide support to market managers and local business operations.

- Collaborate with internal function such as BPI, PMO, Product on the launch of initiatives, projects and changes to bring improvements to your partner or service and mitigate potential risks

**Qualifications**

- A minimum of 8 years of progressive experience in a customer service or an operations role with 5+ years in a partner management, BPO environment

- Demonstrable experience in driving improved performance as a partner/Regional Operations manager

- Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses

- Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards

- Demonstrable experience translating big picture goals and strategy into implementable and concrete actions for your partners

- Ability to work weekend days and on-call required

- Able to travel in Europe, APAC and NA when required

**Your skills & expertise**

- Exceptional partner and stakeholder management

- In depth understanding of business process outsourcing at scale, holding partners accountable for their performance and prioritizing the high impact areas

- Exceptional performance management at scale - setting clear goals, expectations and actions while continuously driving success metrics

- Strong data driven decision making with root cause analysis - ability to understand the data to derive to objective decisions

- Strong communication, data driven storytelling and influencing skills - to present to leadership and collaborate with different stakeholders and manage time sensitive situations, while remaining calm and poised under pressure

- Organized, structured and resourceful - able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations

- Strategic thinking and problem-solving abilities at scale - to evaluate procedures and identify opportunities for improvement

- Strong proficiency in various data analysis and reporting tools to track performance trends (tableau, salesforce, SQL, Excel, Google Sheets, etc.)

## Skills

### Required
- partner management
- BPO environment
- data analysis
- performance management
- strategic thinking
- problem-solving
- communication
- influencing
- project management
- process improvement

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/airbnb/jobs/8172735?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)