Key responsibilities
* service operations management
o oversee the daily management of the european service team, including recruitment, training, performance evaluation, and incentive mechanisms.
o monitor service processes to ensure service quality and efficiency and promptly handle user feedback and complaints.
o optimize service workflows to improve efficiency, reduce operational costs, and enhance user experience.
* service channel management
o manage and optimize service channels, including the online channels (official website, social media platforms, online customer service, and remote technical support) and offline channels (2b/2c on-site repair, postal-repair).
o monitor and analyze the performance of service channels, develop improvement measures, and enhance user coverage and service quality.
* data analysis and reporting
o collect and analyze data related to online and offline services, including user behavior, service satisfaction, and complaint handling, to support decision‑making.
o generate regular operational reports and present updates on service performance and improvement outcomes to management.
o provide optimization recommendations based on data analysis and drive continuous service improvement.
* cross‑functional collaboration
o work closely with product development, marketing, and sales teams to ensure alignment between services and overall business objectives.
o participate in cross‑functional projects, coordinate resources, and resolve collaboration issues to ensure smooth project execution.
* budget management
o develop and manage the budget for online and offline service operations, ensuring efficient allocation and utilization of resources.
o 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 or offline service operations management; experience in multinational corporations or large enterprises is preferred.
* familiarity with the online and offline service market of the 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 online and 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 – 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.
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