Mandarin Partner Operations Lead

Nubeero Limited; Manila; Hybrid; PHP 1,800,000 - 2,800,000; Full time

Job summary

Airbnb is seeking a dedicated Partner Operations Manager, Mandarin, to support the global Delivery function by driving partner and service performance. Based in Manila or other eligible locations, you will manage multiple partners and ensure high quality support for the Airbnb community.

The ideal candidate is hospitable, analytical and experienced in BPO or partner management, with strong data analysis, stakeholder management and cross-functional collaboration.

Qualifications

• 8+ years in customer service or operations
• 5+ years in partner management/BPO
• Experience driving performance as partner/Regional Operations manager
• Experience in real-time crisis management and decision-making
• Strong data analysis and reporting to identify trends
• Ability to work weekends and on-call
• Travel across Europe, APAC and NA as required
• Excellent partner and stakeholder management at scale
• Strong data-driven decision making and storytelling

Responsibilities

• Oversee holistic partner/service performance and ensure high-quality support for the community
• Set up partner/service to deliver exceptional quality support
• Collaborate with Quality, Workforce planning, Training to derive insights and act on them
• Act as single point of contact across Delivery and CS
• Present and report performance to leadership
• Hold partners accountable for Airbnb goals
• Own end-to-end adoption of new initiatives and changes
• Coordinate with global CS Delivery and other ROMs to ensure consistency

Skills

Partner management

Data analysis

Stakeholder management

Cross-functional collaboration

Operations leadership

Examining performance

Tools

Tableau

SQL

Excel

Job description

Airbnb is seeking a dedicated Partner Operations Manager, Mandarin, to support the global Delivery function by driving partner and service performance. Based in Manila or other eligible locations, you will manage multiple partners and ensure high quality support for the Airbnb community.

The ideal candidate is hospitable, analytical and experienced in BPO or partner management, with strong data analysis, stakeholder management and cross-functional collaboration.