Descripción de la oferta
Key Responsibilities
(1) Service Operations Management
Oversee the daily management of the European service team, including recruitment, training, performance evaluation, and incentive mechanisms.
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 service channels, including the official website, social media platforms, online customer service, and remote technical support.
Monitor and analyze the performance of service channels, develop improvement measures, and enhance user coverage and service quality.
(3) Data Analysis and Reporting
Collect and analyze data related to online services, including user behavior, service satisfaction, and complaint handling, 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 online 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 online service operations management; experience in multinational corporations or large enterprises is preferred.
Familiarity with the mobile phone industry and online service market, 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 online 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 100% on site, with frequent remote collaboration with teams across Europe.
Working hours: Full-time; flexibility may be required to accommodate customers in different time zones.
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