pb Service Operations Specialist /b /p pb Key Responsibilities /b /pp(1) Service Operations Management /pp- Monitor service processes to ensure service quality and efficiency and promptly handle user feedback and complaints. /pp- Optimize service workflows to improve efficiency, reduce operational costs, and enhance user experience. /p p(2) Service Channel Management /pp- Manage and optimize offline service channels, such as 2B/2C on-site repair, postal-repair, etc. /pp- Monitor and analyze the performance of offline service channels, improve service quality. /pp- Customer and Supplier management, be responsible for service supplier capability improvement, to finally support customer satisfactory. /p p(3) Data Analysis and Reporting /pp- Collect and analyze data related to offline services, including service KPI and customer satisfaction to support decision-making. /pp- Generate regular operational reports and present updates on service performance and improvement outcomes to management. /pp- Provide optimization recommendations based on data analysis and drive continuous service improvement. /p p(4) Cross-functional Collaboration /pp- Work closely with product development, marketing, and sales teams to ensure alignment between services and overall business objectives. /pp- Participate in cross-functional projects, coordinate resources, and resolve collaboration issues to ensure smooth project execution. /p p(5) Budget Management /pp- Develop and manage the budget for offline service operations, ensuring efficient allocation and utilization of resources.



/pp- Monitor budget execution and adjust allocations as needed to achieve operational goals. /p pb Qualifications /b /pp- Bachelor’s degree or above, preferably in Marketing, Management, Telecommunications Engineering, Computer Science, or related fields. /pp- At least 1 year of experience in offline service operations management; experience in multinational corporations or large enterprises is preferred. /pp- Familiarity with the offline service market of mobile phone industry, with solid experience in customer service and operations management. /pp- Experience in cross-functional collaboration and project management, with the ability to coordinate resources and drive project progress. /pp- Proficiency in managing offline service tools and platforms, such as customer service systems and social media management tools. /pp- Strong data analysis skills, with the ability to optimize service processes and user experience through data-driven approaches. /pp- 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. /pp- 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. /p pb Work location: /b Madrid, Spain, with frequent remote collaboration with teams across Europe. /ppb Working hours: /b Full-time; flexibility may be required to accommodate customers in different time zones. /p

📌 EU - Service Operations Specialist (Madrid)
🏢 OPPO
📍 Madrid