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

About This RoleAI processing…

Key Responsibilities

• 1
  Set up for success your partner / service to deliver exceptional quality support to our community
• 2
  Prioritise high impact focus areas with your partner/service in line with the company strategy
• 3
  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
• 4
  Act as a single point of contact, representing your partner / service across Delivery and CS
• 5
  Present & report up on performance & progress to leadership across Delivery and CS
• 6
  Hold partners accountable for the delivery of Airbnb goals
• 7
  Own end to end the operationalization and successful adoption of new initiatives, projects and changes that impact your partner or service or language
• 8
  Input collectively with other ROMs to Sr Management and into the global delivery business reviews to provide a complete performance narrative to our leadership
• 9
  Collaborate with your peers to ensure consistency & scalability in Global Delivery
• 10
  Identify and drive partner and service level continuous improvement opportunities that enhance performance, both day to day tactical and strategic forward looking
• 11
  Collect feedback and be the voice of our community and partners to improve performance and optimize processes for the partner, service and global community
• 12
  As required, collaborate with and understand the needs of your regional market and provide support to market managers and local business operations.
• 13
  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
• 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.)

Perks & BenefitsTypical for this role