Service Operations Specialist

Key Responsibilities

(1) Service Operations Management

– Monitor service processes to ensure service quality and efficiency and promptly handle user feedback and complaints.

– Optimize service workflows to improve efficiency, reduce operational costs, and enhance user experience.

(2) Service Channel Management

– Manage and optimize offline service channels, such as 2B/2C on-site repair, postal-repair, etc.

– Monitor and analyze the performance of offline service channels, improve service quality.

– Customer and Supplier management, be responsible for service supplier capability improvement, to finally support customer satisfactory.

(3) Data Analysis and Reporting

– Collect and analyze data related to offline services, including service KPI and customer satisfaction to support decision-making.

– Generate regular operational reports and present updates on service performance and improvement outcomes to management.

– Provide optimization recommendations based on data analysis and drive continuous service improvement.

(4) Cross-functional Collaboration

– Work closely with product development, marketing, and sales teams to ensure alignment between services and overall business objectives.

– Participate in cross-functional projects, coordinate resources, and resolve collaboration issues to ensure smooth project execution.

(5) Budget Management

– Develop and manage the budget for offline service operations, ensuring efficient allocation and utilization of resources.

– Monitor budget execution and adjust allocations as needed to achieve operational goals.

Qualifications

– Bachelor’s degree or above, preferably in Marketing, Management, Telecommunications Engineering, Computer Science, or related fields.

– At least 1 year of experience in offline service operations management; experience in multinational corporations or large enterprises is preferred.

– Familiarity with the offline service market of mobile phone industry, with solid experience in customer service and operations management.

– Experience in cross-functional collaboration and project management, with the ability to coordinate resources and drive project progress.

– Proficiency in managing offline service tools and platforms, such as customer service systems and social media management tools.

– Strong data analysis skills, with the ability to optimize service processes and user experience through data-driven approaches.

– Fluent in English; proficiency in additional European languages (such as French, German, Spanish, etc.) is a plus, with the ability to communicate effectively with European teams and users.

– A highly responsible and professional individual with an innovative mindset, strong execution and leadership skills, and the ability to perform under pressure while motivating teams to achieve operational goals.

Work location: Madrid, Spain, with frequent remote collaboration with teams across Europe.

Working hours: Full-time; flexibility may be required to accommodate customers in different time zones.