Mandarin Partner Operations Manager – Manila

Airbnb; Manila; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Airbnb is seeking a dedicated Partner Operations Manager, Mandarin, to support the global Delivery function. You will drive partner and service performance, ensuring high-quality support and strong stakeholder management within a fast-paced environment.

The role requires 8+ years in customer service or operations with 5+ years in partner management or BPO, and the ability to travel. Fluency in Mandarin and English is required.

Qualifications

• Minimum 8 years of progressive experience in customer service or operations with 5+ years in partner management/BPO.
• Proven track record driving performance improvements as a partner/Regional Operations manager.
• Experience deploying resources to manage real-time crises and high-severity cases.
• Strong data analysis and reporting to identify performance trends and set standards.
• Ability to translate big-picture goals into concrete actions for partners.
• Willingness to work weekends and be on-call; able to travel internationally as needed.

Responsibilities

• Own holistic performance of a partner, service, or language and ensure high-quality support.
• Enable and oversee an operational environment to deliver exceptional partner service.
• Prioritize high-impact areas aligned with company strategy.
• Collaborate with Quality, Workforce Planning, Training to act on performance insights.
• Serve as single point of contact across Delivery and Customer Support.
• Present and report performance progress to leadership; hold partners accountable.
• Lead end-to-end adoption of new initiatives impacting partners or services.

Skills

Partner management

Performance management

Data analysis

Stakeholder management

Communication

Time management

Strategic thinking

Problem solving

Tools

Tableau

Salesforce

SQL

Excel

Google Sheets

Job description

Airbnb is seeking a dedicated Partner Operations Manager, Mandarin, to support the global Delivery function. You will drive partner and service performance, ensuring high-quality support and strong stakeholder management within a fast-paced environment.

The role requires 8+ years in customer service or operations with 5+ years in partner management or BPO, and the ability to travel. Fluency in Mandarin and English is required.