Mandarin Partner Ops Manager — Global CS Delivery

Airbnb, Inc.; Manila; On-site; PHP 4,690,000 - 8,755,000; Full time

Job summary

United States Digital Space LLC is seeking a Partner Operations Manager, Mandarin, to lead and optimize partner performance across the Delivery and CS functions. The role emphasizes customer service excellence, operational discipline, and cross-functional collaboration.

You will balance daily operations with strategic enhancements, manage stakeholder relationships, and ensure high-quality support for our community while coordinating with global regions.

Qualifications

• Minimum 8 years in customer service or operations, with 5+ years in partner management, BPO.
• Proven experience driving improved performance as partner/regional operations manager.
• Experience deploying resources to manage real-time crises and high-severity cases.
• Experience in data analysis and reporting to identify performance trends.
• Able to translate big-picture goals into concrete actions for partners.
• Ability to work weekends and be on-call.
• Willingness to travel in Europe, APAC, and NA when required.

Responsibilities

• Own end-to-end operationalization and successful adoption of initiatives impacting partners, services, or languages.
• Set up partners/services to deliver exceptional quality support to the community.
• Prioritize high-impact areas aligned with company strategy.
• Collaborate with Quality, Workforce Planning, and Training to derive insights and act on them.
• Act as single point of contact across Delivery and CS; report progress to leadership.
• Hold partners accountable for delivering company goals.
• Provide strategic input to global Delivery reviews and leadership.

Skills

Partner management

BPO operations

Data analysis

Stakeholder management

Leadership

Communication

Travel readiness

On-call availability

Tools

Tableau

Salesforce

SQL

Excel/Google Sheets

Job description

United States Digital Space LLC is seeking a Partner Operations Manager, Mandarin, to lead and optimize partner performance across the Delivery and CS functions. The role emphasizes customer service excellence, operational discipline, and cross-functional collaboration.

You will balance daily operations with strategic enhancements, manage stakeholder relationships, and ensure high-quality support for our community while coordinating with global regions.