Mandarin-Speaking Partner Operations Leader

Airbnb; United States; On-site; USD 90,000 - 180,000; Full time

Job summary

Airbnb is seeking a dedicated Partner Operations Manager, Mandarin, to lead customer service management across partners and services. You will ensure high-quality support for the Airbnb community, balancing day-to-day operations with performance improvements in a fast-paced environment.

The role requires Mandarin and English fluency, strong stakeholder management, and experience in BPO settings. You will collaborate with global Delivery, Quality, and PMO teams to drive improvements and scalable

Qualifications

• Minimum of 8 years in customer service or operations.
• 5+ years in partner management or a BPO environment.
• Experience deploying resources for crisis management and losses.
• Experience with data analysis and performance reporting.
• Ability to translate big goals into concrete actions for partners.
• Willing to work weekends/on-call and travel internationally.

Responsibilities

• Oversee a strong operational environment for partners and services.
• Set up your partner/service to deliver exceptional quality support.
• Prioritize high-impact focus areas aligned with company strategy.
• Act as single point of contact across Delivery and CS.
• Present and report performance to leadership.
• Hold partners accountable for Airbnb goals.
• Own end-to-end operationalization of new initiatives.
• Collaborate with peers for consistency and scalability.
• Identify continuous improvement opportunities and collect feedback.
• Support regional markets and collaborate with BPI, PMO, and Product.

Skills

Partner management

Stakeholder management

Data analysis

Performance management

Communication & storytelling

Process improvement

Job description

Airbnb is seeking a dedicated Partner Operations Manager, Mandarin, to lead customer service management across partners and services. You will ensure high-quality support for the Airbnb community, balancing day-to-day operations with performance improvements in a fast-paced environment.

The role requires Mandarin and English fluency, strong stakeholder management, and experience in BPO settings. You will collaborate with global Delivery, Quality, and PMO teams to drive improvements and scalable