Mandarin Partner Operations Manager – Global CS Leader

Airbnb; Manila; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Airbnb is seeking a dedicated Partner Operations Manager, Mandarin, to drive partner and service performance across the global Delivery function. You will own end-to-end operational processes and ensure high-quality support for our community.

The ideal candidate has strong partner management skills, experience in BPO or large-scale operations, and the ability to lead cross-functional teams. Fluency in Mandarin and English is required, with travel as needed.

Qualifications

• 8+ years in customer service or operations with 5+ years in partner management/BPO environment.
• Proven track record of driving improved partner/service performance.
• Experience deploying resources for real-time crisis situations and supporting losses.
• Strong data analysis and reporting to identify performance trends.

Responsibilities

• Accountable for holistic performance of a partner/service/language.
• Set up and enable partner/service to deliver high-quality support to the community.
• Prioritize high-impact areas aligned with company strategy.
• Collaborate with Quality, Workforce planning, Training to drive performance insights.
• Act as single point of contact for Delivery and CS across partners.
• Present and report performance to leadership; hold partners accountable for Airbnb goals.
• Own end-to-end adoption of new initiatives and changes affecting partners or services.
• Input into global delivery reviews to provide complete performance narratives.

Skills

Partner management

Data analysis

Stakeholder management

Communication

Organizational skills

Strategic thinking

Tools

Tableau

Salesforce

SQL

Excel

Google Sheets

Job description

Airbnb is seeking a dedicated Partner Operations Manager, Mandarin, to drive partner and service performance across the global Delivery function. You will own end-to-end operational processes and ensure high-quality support for our community.

The ideal candidate has strong partner management skills, experience in BPO or large-scale operations, and the ability to lead cross-functional teams. Fluency in Mandarin and English is required, with travel as needed.