This position plays a crucial role in optimizing service operations to align with company objectives, ensuring seamless performance and customer satisfaction. The role requires collaboration with cross-functional teams to monitor key performance indicators (KPIs), such as RTAT and Reclaim, and drive continuous improvement.

Key Responsibilities:

• Develop and implement strategic plans to optimize service operations.

• Prepare and present performance reports to track progress and improvements.

• Monitor key performance indicators (RTAT, Reclaim, etc.) to ensure targets are met.

• Analyze performance gaps, identify root causes, and implement corrective actions.

• Oversee resolution of incomplete service cases by addressing operational challenges.

• Manage high-priority cases, including VOC/NPS feedback and VIP repairs.

• Develop differentiated service programs to enhance customer satisfaction and loyalty.

• Lead daily operational meetings to review service center performance and alignment.

What We're Looking For:

• Bachelor's degree in Business Administration, Engineering, or a related field.

• At least 3 years of experience in service operations management, preferably in electronics or similar industries; experience with service centers is a plus.

• Proficiency in monitoring and analyzing KPIs (RTAT, Reclaim).

• Strong understanding of customer satisfaction metrics (VOC/NPS) and continuous improvement strategies.

• Proven ability to lead cross-functional teams, manage high-priority cases, and ensure service excellence.

• Experience in designing and implementing differentiated service programs to enhance customer loyalty.

• Excellent communication and interpersonal skills for effective team collaboration.

• Proficient in preparing and presenting performance reports to stakeholders.

• Ability to manage stress, prioritize tasks, and make decisions in a fast-paced environment.

Please refer to job description.