Customer Service Partner Operations Manager – Mandarin (Tokyo)

About the role

Airbnb is looking for a Mandarin‑speaking Customer Service Partner Operations Manager based in Tokyo. The role will oversee partner and service performance, ensuring high‑quality support for the Airbnb community.

Key responsibilities

• Own the holistic performance of partners or services, driving exceptional quality 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 reports to leadership.
• Lead the operationalisation and adoption of new initiatives, projects and changes affecting partners or services.

Required profile

• Minimum 8 years of experience in customer service or operations, with at least 5 years in partner management or 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 NA as needed.

Required skills

• Expertise in partner and stakeholder management at scale.
• Data‑driven decision making with root‑cause analysis.
• Proficiency with Tableau, Salesforce, SQL, Excel and Google Sheets.
• Strong communication and storytelling skills for leadership presentations.