Customer Service Partner Operations Manager – Mandarin (Singapore)

About the role

Airbnb is looking for a dedicated, analytical, and hospitable professional to lead partner and service performance for its Mandarin‑speaking community. The Partner Operations Manager will oversee multiple partners, ensure high‑quality support, and drive continuous improvement in a fast‑paced environment.

Key responsibilities

• Own the holistic performance of partners or services, setting up processes that deliver exceptional community support.
• Prioritise high‑impact focus areas in line with company strategy and collaborate with internal functions such as Quality, Workforce Planning, and Training.
• Act as the single point of contact for partners across Delivery and Customer Service, presenting performance updates to leadership.
• Drive adoption of new initiatives, projects, and changes, ensuring alignment with Global CS Delivery.
• Identify and implement continuous‑improvement opportunities, collecting feedback from the community and partners.

Required profile

• Minimum 8 years of progressive experience in customer service or operations, with at least 5 years in partner management/BPO environments.
• Proven track record of improving partner performance and handling real‑time crisis situations.
• Strong data‑analysis and reporting experience to identify performance trends.
• Ability to work weekends, be on‑call, and travel across Europe, APAC, and North America when required.

Required skills

• Tableau
• Salesforce
• SQL
• Excel
• Google Sheets