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Customer Service Partner Operations Manager, Mandarin Speaking (Manila Based)

Airbnb· Delivery / Global CS Delivery
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Hybrid (Manila)full-timePosted 1mo ago

About the role

Mandarin-speaking Partner Operations Manager to drive partner and service performance for Airbnb’s Delivery function, focusing on operationalizing outsourcing, performance management, and cross-functional collaboration.

Responsibilities

  • Accountable and responsible for the holistic performance of a partner or service or language
  • Enable 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

  • 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

Skills

Required:Partner managementPerformance managementData analysis & reportingStakeholder managementCommunication & storytelling
Nice to have:Crisis management
Last updated Oct 22, 2026. Interested? Apply on the company site.
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About Airbnb

Book accommodations around the world.

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodations around the world — online or from a mobile phone. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 33,000 cities and 192 countries. And with world-class customer service and a growing community of users, Airbnb is the easiest way for people to monetize their extra space and showcase it to an audience of millions. No global movement springs from individuals. It takes an entire team united behind something big. Together, we work hard, we laugh a lot, we brainstorm nonstop, we use hundreds of Post-Its a week, and we give the best high-fives in town. Headquartered in San Francisco, we have satellite offices in Dublin, London, Barcelona, Paris, Milan, Copenhagen, Berlin, Moscow, São Paolo, Sydney, and Singapore.

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