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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 Tokyo-based role. This is a full-time position that can also be based in Singapore, Seoul, or Manila.
In this role, you will be accountable for the holistic performance of one or more outsourced partners and services, ensuring they deliver exceptional quality support to the Airbnb community. You will set up partners for success, 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
- Presenting and reporting performance metrics and progress to leadership
- Holding partners accountable for delivery of Airbnb goals
- Owning end-to-end operationalization and adoption of new initiatives 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 community and partner feedback to optimize processes
- Supporting regional market managers and local business operations as needed
- Collaborating on initiative launches with internal functions including BPI, PMO, and Product teams
You will work in a fast-paced environment requiring strong organizational skills, stakeholder management, performance analysis, flexibility, and professionalism. The role requires the ability to balance day-to-day operations while driving stronger partner performance. Weekend work and on-call availability are required, as is occasional travel to Europe, APAC, and North America.
Requirements:
- Fluency in Mandarin and English (required)
- Minimum 8 years of progressive experience in customer service or operations roles
- 5+ years in partner management or BPO (business process outsourcing) environment
- 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
- 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
- Exceptional performance management at scale with ability to set clear goals and drive success metrics
- Strong data-driven decision making with root cause analysis capabilities
- Strong communication, data storytelling, and influencing skills for presenting to leadership and managing time-sensitive situations under pressure
- Organized, structured, and resourceful with attention to detail and follow-through in ambiguous situations
- Strategic thinking and problem-solving abilities at scale
- Strong proficiency in data analysis and reporting tools (Tableau, Salesforce, SQL, Excel, Google Sheets, etc.)
- Ability to work weekend days and on-call
- Ability to travel in Europe, APAC, and NA when required
- Visa sponsorship is not available
