Mandarin CS & Partner Operations Lead

airbnb, Inc.; Manila, Hinoba-an; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Airbnb, Inc. in Manila is seeking a Customer Service Partner Operations Manager, Mandarin Speaking. The role oversees partner performance and service delivery, driving operational excellence and cross-functional collaboration to support the Airbnb community.

Fluency in Mandarin and English is required; travel across regions may be needed. The role focuses on delivering high-quality support, improving partner effectiveness, and managing critical incidents while maintaining confidentiality and

Qualifications

• Minimum of 8 years in customer service or operations, with 5+ years in partner management/BPO.
• Proven track record of improving partner performance and service delivery.
• Experience crisis management and data-driven decision making.
• Strong stakeholder management and corporate collaboration skills.
• Willingness to travel across regions as required.
• Excellent communication and analytical storytelling abilities.

Responsibilities

• Own end-to-end partner/service language performance and quality.
• Enable and oversee an operational environment for partners and services.
• Prioritize high-impact areas aligned with company strategy.
• Act as single point of contact across Delivery and CS.
• Present and report performance and progress to leadership.
• Hold partners accountable for Airbnb goals and outcomes.
• Lead adoption of new initiatives impacting partners and services.
• Input, collaborate, and ensure consistency in Global Delivery.

Skills

Customer service

Operations management

Partner management

Data analysis

Stakeholder management

Communication

Travel flexibility

Problem solving

Tools

Tableau

Salesforce

SQL

Excel

Google Sheets

Job description

Airbnb, Inc. in Manila is seeking a Customer Service Partner Operations Manager, Mandarin Speaking. The role oversees partner performance and service delivery, driving operational excellence and cross-functional collaboration to support the Airbnb community.

Fluency in Mandarin and English is required; travel across regions may be needed. The role focuses on delivering high-quality support, improving partner effectiveness, and managing critical incidents while maintaining confidentiality and