Mandarin Partner Operations Lead

Airbnb; Manila; On-site; PHP 3,448,000 - 5,329,000; Full time

Job summary

Airbnb is seeking a dedicated and enthusiastic candidate to provide exceptional Customer service management as the Partner Operations Manager, Mandarin. The role supports the global Delivery function by driving partner and service performance and by operationalising and driving business process outsourcing.

The Partner Operations Manager, Mandarin will balance day-to-day work with initiatives across multiple partners and services, requiring strong organizational, stakeholder management and

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 data analysis and reporting to identify performance trends and develop performance standards.
• Ability to translate big-picture goals into concrete actions for partners.
• Willingness to travel to Europe, APAC and NA when required.

Responsibilities

• Accountable for holistic performance of a partner or service or language.
• Enable and oversee a strong operational environment for partners and services and ensure high quality support for the community.
• Set up for success your partner/service to deliver exceptional quality support to our community.
• Prioritise high impact focus areas with partner/service in line with company strategy.
• Act as a single point of contact, representing partner/service across Delivery and CS.
• Present & report 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 adoption of new initiatives and changes.

Skills

Partnership management

Data analysis

Stakeholder management

Performance management

Crisis management

Communication

Problem solving

Travel flexibility

Tools

Tableau

Salesforce

SQL

Excel

Google Sheets

Job description

Airbnb is seeking a dedicated and enthusiastic candidate to provide exceptional Customer service management as the Partner Operations Manager, Mandarin. The role supports the global Delivery function by driving partner and service performance and by operationalising and driving business process outsourcing.

The Partner Operations Manager, Mandarin will balance day-to-day work with initiatives across multiple partners and services, requiring strong organizational, stakeholder management and