Global Service Delivery Lead, Customer Operations (HK)

Leadingnation; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

Leadingnation in Hong Kong seeks an Operations Lead to run the day-to-day delivery of a Customer Service Operations team. You will own end-to-end service delivery, including RMA, delivery note creation, logistics, and reporting, acting as the single point of accountability for the team.

The role covers governance, SLAs, stand-up of the team, follow-the-sun handoffs with the US function, and continuous improvement.

Qualifications

• 8+ years in service delivery or operations management, including leading large multi-function teams.

Responsibilities

• Own end-to-end RMA returns operation including analysis and disposition.
• Own delivery note creation and logistics coordination across multiple hubs.
• Lead traffic, distribution, and inventory reconciliation activities.
• Plan spares and FRU with backlog coordination.
• Oversee service desk intake and routing to correct queues.
• Own daily, weekly, and monthly operational reporting and reviews.

Skills

Leadership experience

Stakeholder management

Executive communication

Service-delivery ownership

Team coaching

Tools

SAP (SD/MM/PP/QM)

CRM systems

Power BI

EDI operations

Job description

Leadingnation in Hong Kong seeks an Operations Lead to run the day-to-day delivery of a Customer Service Operations team. You will own end-to-end service delivery, including RMA, delivery note creation, logistics, and reporting, acting as the single point of accountability for the team.

The role covers governance, SLAs, stand-up of the team, follow-the-sun handoffs with the US function, and continuous improvement.