Mandarin Partner Operations Manager — Global Delivery

Airbnb; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Airbnb seeks a seasoned Partner Operations Manager, Mandarin, to lead partner and service performance across global Delivery and CS. The role emphasizes strong stakeholder management, data-driven decisions, and excellence in customer support for our vibrant community.

Based in Singapore or nearby hubs, you will balance daily operations with strategic initiatives, collaborate with internal teams, and ensure high-quality outcomes for partners and guests alike.

Qualifications

• 8+ years in customer service or operations with 5+ years in partner management/BPO environment.
• Experience driving improved performance as a partner/Regional Operations manager.
• Experience deploying resources for real-time crisis situations and high-severity cases.
• 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 on-call; travel to Europe, APAC, NA as required.

Responsibilities

• Set up for success your partner/service to deliver exceptional quality support to our community.
• Prioritise high-impact areas with partner/service in line with company strategy.
• Collaborate with Quality, Workforce Planning, Training to gain insights and act on them.
• Act as a single point of contact representing your partner/service across Delivery and CS.
• Present and report on performance to leadership across Delivery and CS.
• Hold partners accountable for Airbnb goals and drive end-to-end adoption of new initiatives.

Skills

Partner management

Performance management

Data analysis

Stakeholder management

Communication

Strategic thinking

Multi-tasking

Travel readiness

Tools

Tableau

Salesforce

SQL

Excel

Google Sheets

Job description

Airbnb seeks a seasoned Partner Operations Manager, Mandarin, to lead partner and service performance across global Delivery and CS. The role emphasizes strong stakeholder management, data-driven decisions, and excellence in customer support for our vibrant community.

Based in Singapore or nearby hubs, you will balance daily operations with strategic initiatives, collaborate with internal teams, and ensure high-quality outcomes for partners and guests alike.