Skill Compatibility Diagnostics
Live technical match evaluated against role architecture & expected skills.
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About the Role
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 based in Manila.
The Role
We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer service management to the Airbnb community as a Customer Service Partner Operations Manager, Mandarin Speaking. 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. They 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.
Key Technical Responsibilities
- check_circle Accountable and responsible for the holistic performance of a partner or service or language
- check_circle Enable and oversee a strong operational environment for your partners and services and ensure high quality support for the community from your partners
- check_circle Set up for success your partner / service to deliver exceptional quality support to our community
- check_circle Prioritise high impact focus areas with your partner/service in line with the company strategy
- check_circle 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
- check_circle Act as a single point of contact, representing your partner / service across Delivery and CS
- check_circle Present & report up on performance & progress to leadership across Delivery and CS
- check_circle Hold partners accountable for the delivery of Airbnb goals
- check_circle Own end to end the operationalization and successful adoption of new initiatives, projects and changes that impact your partner or service or language
- check_circle Input collectively with other ROMs to Sr Management and into the global delivery business reviews to provide a complete performance narrative to our leadership
- check_circle Collaborate with your peers to ensure consistency & scalability in Global Delivery
- check_circle Identify and drive partner and service level continuous improvement opportunities that enhance performance, both day to day tactical and strategic forward looking
- check_circle Collect feedback and be the voice of our community and partners to improve performance and optimize processes for the partner, service and global community
- check_circle Collaborate with and understand the needs of your regional market and provide support to market managers and local business operations as required
- check_circle 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
Prerequisites & Qualifications
- check Fluency in Mandarin and English
- check A minimum of 8 years of progressive experience in a customer service or an operations role with 5+ years in a partner management, BPO environment
- check Demonstrable experience in driving improved performance as a partner/Regional Operations manager
- check Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
- check Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
- check Demonstrable experience translating big picture goals and strategy into implementable and concrete actions for your partners
- check Ability to work weekend days and on-call required
- check Able to travel in Europe, APAC and NA when required
- check Exceptional partner and stakeholder management - In depth understanding of business process outsourcing at scale
- check Exceptional performance management at scale - setting clear goals, expectations and actions while continuously driving success metrics
- check Strong data driven decision making with root cause analysis
- check Strong communication, data driven storytelling and influencing skills
- check Organized, structured and resourceful - able to juggle and multi-task with attention to detail
- check Strategic thinking and problem-solving abilities at scale
- check Strong proficiency in various data analysis and reporting tools to track performance trends (tableau, salesforce, SQL, Excel, Google Sheets, etc.)
About Airbnb Greenhouse Board
Verified hiring organization details.
Airbnb Greenhouse Board is an active technology employer in the Technology & Software sector, known for engineering rigor and scalable systems development.