Service Operations Specialist 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. (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. 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; 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.) Madrid, Spain, with frequent remote collaboration with teams across Europe. Full-time;

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