Service Operations SpecialistKey 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.

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