Eu - Service Operations Specialist

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.