Customer Service Partner Operations Manager – Mandarin (Seoul)

About the role

Airbnb is seeking a dedicated Partner Operations Manager who is fluent in Mandarin and English to lead and improve the performance of its customer service partners. The role is based in Seoul and focuses on delivering high‑quality support to the Airbnb community.

Key responsibilities

• Own the holistic performance of assigned partners or services, ensuring exceptional quality support for the community.
• Collaborate with internal functions such as Quality, Workforce Planning, and Training to drive performance improvements.
• Act as the single point of contact for partners, representing them across Delivery and Customer Service.
• Present performance metrics and progress to senior leadership and hold partners accountable for meeting Airbnb goals.
• Lead the operationalization and adoption of new initiatives, projects, and changes impacting partners or services.

Required profile

• Minimum 8 years of progressive experience in customer service or operations, with at least 5 years in partner management within a BPO environment.
• Proven track record of driving performance improvements and managing high‑severity incidents.
• Strong data analysis and reporting experience to identify trends and set performance standards.
• Ability to work weekends, be on‑call, and travel across Europe, APAC, and North America as needed.

Required skills

• Tableau
• Salesforce
• SQL
• Excel
• Google Sheets