Nationwide After-Sales Service Operations Leader

xiaomi technology; Philippines; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Xiaomi Technology in the Philippines is seeking a seasoned Service Operations Manager to oversee nationwide after-sales service for large home appliances, including installation, maintenance, and customer satisfaction. You will lead a cross-functional team to build a reliable service network and optimize operations across multiple regions.

The role emphasizes KPI monitoring, partner management, digital transformation, and cost-efficient process improvements.

Qualifications

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

Responsibilities

• Build and manage a nationwide network for installation and maintenance services.
• Develop and optimize service operation processes, SOPs, and quality standards.
• Monitor KPIs for daily services (TAT, FFR, CSAT).
• Manage performance of service partners with regular 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).
• Analyze service data to identify areas for improving efficiency and reducing costs.
• Handle major customer complaints and develop preventive mechanisms.
• Prepare service reports and support annual budgeting and strategic planning.

Skills

Project management

Cross-department coordination

Data-driven thinking

Analytical reporting

English proficiency

Local language proficiency

Education

Bachelor's degree or above in business, engineering or related fields

Job description

Xiaomi Technology in the Philippines is seeking a seasoned Service Operations Manager to oversee nationwide after-sales service for large home appliances, including installation, maintenance, and customer satisfaction. You will lead a cross-functional team to build a reliable service network and optimize operations across multiple regions.

The role emphasizes KPI monitoring, partner management, digital transformation, and cost-efficient process improvements.