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.

Seoul:Apply on this page
Singapore: Apply here
Tokyo: Apply here
Manila: 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 be the voice of our community and partners to improve performance and
optimize processes for the partner, service and global community
As required, collaborate with and understand the needs of your regional market and provide
support to market managers and local business operations.
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

 
Qualifications
Your background & experience

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
Demonstrable experience in driving improved performance as a partner/Regional Operations
manager
Experience in the deployment of resources to manage real-time crisis situations, including
managing high severity/sensitivity cases and decision-making authority for losses
Experience in data analysis and reporting to identify performance trends, as well as 
developing and implementing performance management standards
Demonstrable experience translating big picture goals and strategy into implementable and
concrete actions for your partners
Ability to work weekend days and on-call required
Able to travel in Europe, APAC and NA when required

Your skills & expertise

Exceptional partner and stakeholder management - In depth understanding of business process
outsourcing at scale, holding partners accountable for their performance and prioritizing the
high impact areas
Exceptional performance management at scale - setting clear goals, expectations and actions
while continuously driving success metrics
Strong data driven decision making with root cause analysis - ability to understand the data to
derive to objective decisions  
Strong communication, data driven storytelling and influencing skills - to present to
leadership and collaborate with different stakeholders and manage time sensitive situations,
while remaining calm and poised under pressure
Organized, structured and resourceful - able to juggle and multi-task, with an attention to
detail and follow through even in ambiguous situations
Strategic thinking and problem-solving abilities at scale - to evaluate procedures and identify
opportunities for improvement
Strong proficiency in various data analysis and reporting tools to track performance trends
(tableau, salesforce, SQL, Excel, Google Sheets, etc.)
 
Reasonable Accommodations: We are committed to providing reasonable accommodations throughout
the recruitment process for applicants with disabilities. If you need assistance, or an
accommodation, please let your recruiter know once you are contacted about a role.
A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or
personal information from candidates. A few things that will always be true for Airbnb’s
hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com,
and our recruiters correspond only from @airbnb.com or @ext.airbnb.com email addresses. Our
recruiters will never ask for your Social Security number, bank account details, passport, or
payment app information while you are interviewing.  We’ll also never ask you to pay a
fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company
laptop) during the interview process. We encourage candidates to remain vigilant of these
recruiting scams and not share sensitive information if you do not believe an individual is
actually affiliated with Airbnb.