Key Responsibilities
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(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. xohynlm
Working hours: Full-time; flexibility may be required to accommodate customers in different time zones.