Mandarin Partner Ops Manager — Performance & Delivery

Triwill Group; Singapore; Hybrid; SGD 152,000 - 228,000; Full time

Job summary

Airbnb is seeking a dedicated Partner Operations Manager, Mandarin, to provide exceptional customer service management across the global Delivery function. The role focuses on driving partner and service performance, operationalizing and managing outsourcing, and balancing day-to-day work with strategic improvements.

The ideal candidate has extensive partner management experience, strong analytical skills, and the ability to lead cross-functional initiatives in a fast-paced environment.

Qualifications

• Minimum of 8 years in a customer service or operations role with 5+ years in partner management/BPO.
• Demonstrable experience in driving improved performance as a partner/Regional Operations manager.
• Experience in data analysis and reporting to identify performance trends and develop standards.
• Ability to translate big picture goals into concrete actions for partners.
• Willingness to travel across Europe, APAC and NA when required.
• Experience handling real-time crisis situations and high severity cases.

Responsibilities

• Accountable for holistic performance of a partner or service.
• Enable and oversee strong operational environment for partners and services.
• Set up for success your partner/service to deliver exceptional quality support.
• Prioritize high impact focus areas aligned with company strategy.
• Collaborate with Quality, Workforce planning, and Training to understand insights.
• Present & report performance to leadership across Delivery and CS.
• Hold partners accountable for Airbnb goals.
• Own end-to-end operationalization of new initiatives and changes.

Skills

Partner and stakeholder management

Performance management at scale

Data-driven decision making

Communication & storytelling

Organized, structured, multi-tasking

Strategic thinking and problem solving

Proficiency in data tools

Tools

Tableau

Salesforce

SQL

Excel

Google Sheets

Job description

Airbnb is seeking a dedicated Partner Operations Manager, Mandarin, to provide exceptional customer service management across the global Delivery function. The role focuses on driving partner and service performance, operationalizing and managing outsourcing, and balancing day-to-day work with strategic improvements.

The ideal candidate has extensive partner management experience, strong analytical skills, and the ability to lead cross-functional initiatives in a fast-paced environment.