Key Responsibilities

(1) Service Operations Management

• Oversee the daily management of the European service team, including recruitment, training, performance evaluation, and incentive mechanisms.
• 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 service channels, including the official website, social media platforms, online customer service, and remote technical support.
• Monitor and analyze the performance of service channels, develop improvement measures, and enhance user coverage and service quality.

(3) Data Analysis and Reporting

• Collect and analyze data related to online services, including user behavior, service satisfaction, and complaint handling, 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 online 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 online service operations management; experience in multinational corporations or large enterprises is preferred.
• Familiarity with the mobile phone industry and online service market, 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 online 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 100% on site, with frequent remote collaboration with teams across Europe.

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