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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 a fast-paced environment. This role is based in Singapore (with options to relocate to Tokyo, Seoul, or Manila) and requires fluency in Mandarin and English. Visa sponsorship is not available.
In this position, you will be accountable for the holistic performance of one or more business process outsourcing partners or services. You will set up partners for success in delivering exceptional quality support to the Airbnb community, prioritize high-impact focus areas aligned with company strategy, and actively collaborate with internal functions such as Quality, Workforce Planning, and Training to drive performance improvements.
Key responsibilities include:
- Serving as the single point of contact representing your partner/service across Delivery and Customer Service functions
- 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
- Collaborating with peer managers to ensure consistency and scalability in global delivery
- Identifying and driving continuous improvement opportunities at both tactical and strategic levels
- Collecting feedback from the community and partners to optimize processes
- Supporting regional market managers and local business operations as needed
- Collaborating with internal functions (BPI, PMO, Product) on initiative launches and risk mitigation
You will need to balance day-to-day operations while driving stronger performance, demonstrating exceptional organization skills, stakeholder management, and performance analysis capabilities. The role requires flexibility, proactivity, resourcefulness, and a high level of professionalism. Weekend work and on-call availability are required, as well as travel to Europe, APAC, and North America when needed.
Qualifications:
- Minimum 8 years of progressive experience in customer service or operations roles, with 5+ years in partner management or BPO environments
- Demonstrable experience driving improved performance as a partner/Regional Operations manager
- Experience deploying resources to manage real-time crisis situations, including high-severity cases and decision-making authority for losses
- Strong data analysis and reporting skills to identify performance trends and develop performance management standards
- Proven ability to translate big-picture goals and strategy into concrete, implementable actions for partners
- Exceptional partner and stakeholder management skills with deep understanding of business process outsourcing at scale
- Exceptional performance management capabilities—setting clear goals, expectations, and driving success metrics
- Strong data-driven decision-making with root cause analysis abilities
- Excellent communication, data storytelling, and influencing skills for presenting to leadership and managing time-sensitive situations
- Organized, structured, and resourceful approach to multitasking with attention to detail
- Strategic thinking and problem-solving abilities at scale
- Proficiency in data analysis and reporting tools (Tableau, Salesforce, SQL, Excel, Google Sheets, etc.)
