About this 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 and can be based in Singapore, Tokyo, Seoul, or Manila.
• Manila: Apply on this page
• Singapore: Apply here
• Tokyo: Apply here
• Seoul: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 del