Mandarin Partner Operations Leader, Global CS

Jackalope Digital LLC

Singapore

On-site

SGD 120,000 - 180,000

Full time

14 days+

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Job summary

Jackalope Digital LLC is seeking a dedicated and enthusiastic candidate to provide exceptional Customer service management to the Airbnb community as a Partner Operations Manager, Mandarin. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through partner and service management.

The Partner Operations Manager, Mandarin is supporting the global Delivery function by driving partner and service performance.

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 the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
Demonstrable experience translating big picture goals and strategy into implementable and concrete actions for your partners
Ability to work weekend days and on-call required
Able to travel in Europe, APAC and NA when required

Responsibilities

Set up for success your partner / service to deliver exceptional quality support to our community
Prioritise high impact focus areas with your partner/service in line with the company strategy
Actively work with core internal functions such as Quality, Workforce planning, Training to understand insights on performance and based on them, action within your partner / service
Act as a single point of contact, representing your partner / service across Delivery and CS
Present & report up 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 successful adoption of new initiatives, projects and changes that impact your partner or service and language
Input collectively with other ROMs to Sr Management and into the global delivery business reviews to provide a complete performance narrative to our leadership
Collaborate with your peers to ensure consistency & scalability in Global Delivery
Identify and drive partner and service level continuous improvement opportunities that enhance performance, both day to day tactical and strategic forward looking
Collect feedback and be the voice of our community and partners to improve performance and optimize processes for the partner, service and global community
As required, collaborate with and understand the needs of your regional market and provide support to market managers and local business operations.
Collaborate with internal function such as BPI, PMO, Product on the launch of initiatives, projects and changes to bring improvements to your partner or service and mitigate potential risks