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Airbnb is seeking a Partner Operations Manager, Mandarin to support the global Delivery function by driving partner and service performance in Seoul (with flexibility to work in Singapore, Tokyo, or Manila). This is a full-time, in-office role requiring fluency in Mandarin and English.
You will be accountable for the holistic performance of one or more business process outsourcing partners and services, serving as the primary point of contact between partners and Airbnb's Delivery and Customer Service teams. Your core responsibilities include:
• Setting up partners and services for success in delivering exceptional quality support to the Airbnb community
• Prioritizing high-impact focus areas aligned with company strategy
• Collaborating with internal functions (Quality, Workforce Planning, Training) to understand performance insights and drive improvements
• Acting as a single point of contact representing your partner/service across Delivery and CS
• Presenting and reporting performance and progress to leadership
• Holding partners accountable for delivery of Airbnb goals
• Owning end-to-end operationalization and adoption of new initiatives, projects, and changes
• Contributing to global delivery business reviews and ensuring consistency across the global delivery organization
• Identifying and driving continuous improvement opportunities at both tactical and strategic levels
• Collecting community and partner feedback to optimize processes
• Supporting regional market managers and collaborating on cross-functional initiatives
You will work in a fast-paced environment requiring strong organizational skills, stakeholder management, and performance analysis capabilities. The role requires flexibility, proactivity, resourcefulness, and professionalism. Weekend work and on-call availability are required, as is the ability to travel to Europe, APAC, and North America as needed.
Qualifications:
• Minimum 8 years of progressive experience in customer service or operations roles, with 5+ years in partner management and BPO environments
• Demonstrable experience driving improved performance as a partner or Regional Operations manager
• Experience deploying resources to manage real-time crisis situations, including high-severity cases and decision-making authority for losses
• Experience in data analysis and reporting to identify performance trends and develop performance management standards
• Ability to translate strategic goals into implementable actions for partners
• Exceptional partner and stakeholder management skills with deep understanding of business process outsourcing at scale
• Strong performance management capabilities at scale with ability to set clear goals and drive success metrics
• Data-driven decision-making with root cause analysis skills
• Strong communication, storytelling, and influencing abilities for presenting to leadership and managing time-sensitive situations
• Organized, structured, resourceful approach with attention to detail and follow-through in ambiguous situations
• Strategic thinking and problem-solving abilities
• Proficiency in data analysis and reporting tools (Tableau, Salesforce, SQL, Excel, Google Sheets, etc.)
• Ability to work weekends and on-call
• Willingness to travel internationally when required
