Service Operations Specialist Key Responsibilities (1) Service Operations Management
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- 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 2 B/2 C 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. xhfqzwm
Working hours: Full-time;
flexibility may be required to accommodate customers in different time zones.

📌 Eu - Service Operations Specialist (Santander)
🏢 OPPO
📍 Santander