National Service Operations Lead - Home Appliances

xiaomi technology

Taguig

On-site

PHP 900,000 - 1,500,000

Full time

14 days+

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Job summary

Xiaomi Technology seeks an experienced Service Operations Manager to lead nationwide installation and maintenance for home appliances. You will optimize SOPs, monitor KPIs, and manage partner performance to ensure top-tier customer service.

Lead digital transformation across service operations, collaborate with logistics and sales, and drive data-driven improvements and cost reductions.

Qualifications

Bachelor's degree or above in business, engineering or related fields.
5-8 years of service operation management experience in home appliance or consumer electronics preferred.
Experience in managing service partners or a national network.
Excellent project management and cross-departmental coordination skills.
Data-driven thinking with strong analytical and reporting capabilities.
Fluent in English and local language.

Responsibilities

Build and manage a nationwide installation and maintenance service network for refrigerators, washing machines, and air conditioners.
Develop and optimize service operation processes, SOPs, and quality standards.
Monitor KPIs for daily services such as TAT, FFR, and CSAT.
Manage performance of service partners with reviews, training and incentive evaluations.
Collaborate with logistics, spare parts, and sales to ensure a seamless customer experience from order to service completion.
Lead the digital transformation of service operations (system integration, online tracking, etc.).
Analyze service data and identify areas for improving efficiency and reducing costs.
Handle major customer complaints and develop preventive mechanisms.
Prepare service reports and support budgeting and strategic planning.