Customer Service Partner Operations Manager, Mandarin Speaking (Manila Based)

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. Fluency in Mandarin and English is required. Visa sponsorship is not available. Location: This role is a full time position and can be based in Singapore, Tokyo, Seoul, or Manila. Manila: Apply on this pageSingapore: Apply hereTokyo: Apply hereSeoul:Apply here The Role We are 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. They are accountable for the performance of their partners and service, and are an expert in operationalising and driving business process outsourcing. The Partner Operations Manager, Mandarin can be responsible for multiple partners and services. They are expected to balance the day to day while driving stronger performance at partners in a fast-paced environment. Their organization skills, stakeholder management as well as performance analysis & management must be best-in-class. They need to be flexible, proactive, resourceful, efficient and demonstrate a high level of professionalism and confidentiality. Responsibilities Accountable and responsible for the holistic performance of a partner or service or languageEnable and oversee a strong operational environment for your partners and services and ensure high quality support for the community from your partners Set up for success your partner / service to deliver exceptional quality support to our communityPrioritise high impact focus areas with your partner/service in line with the company strategyActively 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 CSPresent & report up on performance & progress to leadership across Delivery and CSHold partners accountable for the delivery of Airbnb goalsOwn end to end the operationalization and successful adoption of new initiatives, projects and changes that impact your partner or service or language Ensure alignment with Global CS Delivery Input collectively with other ROMs to Sr Management and into the global delivery business reviews to provide a complete performance narrative to our leadershipCollaborate with your peers to ensure consistency & scalability in Global Delivery Support and drive strategic initiatives within Delivery and your service 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 communityAs 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 Qualifications Your background & experience A minimum of 8 years of progressive experience in a customer service or an operations role with 5+ years in a partner management, BPO environmentDemonstrable experience in driving improved performance as a partner/Regional Operatio