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

Airbnb · Manila, Philippinesmid

In short

▸Gestiona operaciones de servicio al cliente para anfitriones en chino mandarín desde Manila.
▸Dirige a proveedores de servicio, monitorea rendimiento y ejecuta mejoras operativas con enfoque en calidad y escalabilidad.
▸Rol clave en la entrega global del servicio al cliente, con responsabilidad directa sobre resultados y alineación con la estrategia global.

Fluency in English and Mandarin is required.

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What they ask for

✓Fluidez en mandarín y inglés
✓Experiencia previa en gestión de operaciones o servicio al cliente
✓Capacidad para liderar y gestionar múltiples proveedores o servicios
✓Habilidades analíticas avanzadas para monitoreo de rendimiento
✓Capacidad de tomar decisiones estratégicas en entornos de alta velocidad
✓Capacidad de comunicación efectiva con equipos internos y stakeholder globales

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Airbnb systemsWorkforce planning toolsQuality assurance platformsPerformance reporting toolsProject management softwareInternal collaboration platforData analysis toolsTraining management systemsOperational dashboardsGlobal delivery frameworks

Who should you write to at Airbnb?

Your free dossier identifies the people who'd interview you — their background, what they value, and how to reach out so you stand out before applying.

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 page • Singapore: Apply here • Tokyo: Apply here • Seoul: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 community • Prioritise high impact focus areas with your partner/service in line with the company strategy • Actively 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 CS • Present & report up on performance & progress to leadership across Delivery and CS • Hold partners accountable for the delivery of Airbnb goals • Own 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 leadership • Collaborate 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

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