Deskripsi Pekerjaan
Are you a seasoned operations leader with a passion for consumer electronics and excellence in after-sales service? Xiaomi is looking for a dynamic Service Operations Manager to join our team in Manila. In this pivotal role, you will be the driving force behind the efficiency, scalability, and quality of our after-sales service network for major home appliances.
You will lead strategic initiatives to enhance customer satisfaction, manage vendor partnerships, and ensure our service standards align with Xiaomi’s global mission to make quality technology accessible to everyone. The ideal candidate possesses a deep understanding of the home appliance service lifecycle and is adept at managing complex operational networks in a fast-paced environment.
Tanggung Jawab
- Develop and execute comprehensive after-sales service strategies to optimize operational efficiency and customer response times.
- Manage and expand the network of authorized service centers across the region, ensuring full adherence to brand standards.
- Oversee daily service operations, including spare parts management, technical support logistics, and repair turnaround performance.
- Drive continuous improvement projects to reduce service costs while maintaining high-level customer satisfaction (NPS).
- Analyze service data and performance metrics to generate actionable insights and reports for senior management.
- Collaborate with cross-functional teams, including supply chain and product engineering, to resolve recurring appliance quality issues.
- Provide training and mentorship to service partners to ensure high-quality technical workmanship and professional conduct.
Kualifikasi
- Bachelor’s degree in Business Administration, Engineering, or a related field.
- Minimum 5+ years of experience in after-sales service operations, specifically within the major home appliance or consumer electronics industry.
- Proven track record in network management, vendor management, and operational scaling.
- Strong analytical skills with proficiency in data-driven decision-making and performance reporting.
- Excellent communication and stakeholder management skills in both English and Filipino.
- Capability to work under pressure and thrive in a high-growth, fast-paced corporate environment.
- Strong knowledge of local consumer protection laws and retail service regulations in the Philippines.