Mandarin Partner Ops Manager — Elevate Global Service

Airbnb, Inc.; Singapore; Presencial; SGD 90.000 - 130.000; Jornada completa

Descripción de la vacante

United States Digital Space LLC seeks a Mandarin-speaking Partner Operations Manager to lead partner performance and service delivery. The role emphasizes hospitality, analytics, and confidentiality while driving best-in-class partner management across global Delivery and CS functions.

The ideal candidate balances day-to-day operations with strategic initiatives, travels as needed, and supports multiple partners and services within a fast-paced, multinational environment.

Formación

• A minimum of 8 years of progressive experience in a customer service or 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.

Responsabilidades

• Oversee partner/service operations to ensure high-quality community support.
• Set up partner/service to deliver exceptional quality support.
• Prioritize high-impact areas aligned with company strategy.
• Collaborate with Quality, Workforce Planning, Training to improve performance.
• Act as single point of contact across Delivery and CS.
• Present and report performance to leadership.
• Hold partners accountable for company goals.
• Drive adoption of new initiatives impacting partners/services.
• Coordinate with BPI, PMO, Product on launches.
• Input into global delivery reviews and ensure consistency across regions.
• Collaborate with regional market managers for needs.

Conocimientos

Partner management

Stakeholder management

Performance management

Data analysis

Data storytelling

Communication

Organizational skills

Strategic thinking

Problem solving

Herramientas

Tableau

Salesforce

SQL

Excel

Google Sheets

Descripción del empleo

United States Digital Space LLC seeks a Mandarin-speaking Partner Operations Manager to lead partner performance and service delivery. The role emphasizes hospitality, analytics, and confidentiality while driving best-in-class partner management across global Delivery and CS functions.

The ideal candidate balances day-to-day operations with strategic initiatives, travels as needed, and supports multiple partners and services within a fast-paced, multinational environment.