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Customer Service Partner Operations Manager, Mandarin Speaking (Seoul Based)
Office
Market range (est.) $90k–$180k
◆ 6/10
supporttechOtheroffice
About this role
Join Airbnb as a Customer Service Partner Operations Manager in Seoul, focusing on Mandarin-speaking support. Drive partner performance and ensure exceptional service quality in a fast-paced environment.
Description
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.
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.
Requirements
- 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.
Conditions & Benefits
- 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.)
Job Details
Market range (est.)$90k–$180k
LocationOffice
AI Score★★★★★★☆☆☆☆ 6/10
PostedSep 14, 2026 (6d ago)
Tags & Skills
supporttechOtheroffice
Tech Stack
customer serviceoperations managementdata analysisperformance managementstakeholder management