Service Operations Manager

xiaomi technology; Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Xiaomi Technology in the Philippines is seeking an experienced Service Operations Manager to lead the nationwide installation and maintenance network for refrigerators, washing machines and air conditioners. You will drive SOPs, standardize quality, and monitor critical KPIs to ensure top-tier service delivery.

You will manage service partners, coordinate with logistics and sales, and spearhead digital transformation of service processes while delivering cost-saving insights and robust reporting

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 in managing service partners or a national network.
• Excellent project management and cross-department coordination skills.
• Data-driven thinking with strong analytical and reporting capabilities.
• Fluent in English and the 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 (e.g., TAT, FFR, CSAT).
• Manage service partner performance with regular reviews, training and incentives.
• Collaborate with logistics, spare parts, and sales to ensure seamless customer experience from order to service completion.
• Lead digital transformation of service operations (system integration, online tracking).
• Analyze service data to identify efficiency improvements and cost reductions.
• Handle major customer complaints and develop preventive mechanisms.
• Prepare service reports and support annual budgeting and strategic planning.

Skills

Service operations

Stakeholder management

Data analysis

KPI tracking

Process optimization

Education

Bachelor's degree or above

Job description

Responsible for the overall service network and operation management of the large-scale home appliance after-sales service, including installation, maintenance, customer satisfaction, and the performance of service partners.

Main Responsibilities

• Build and manage a nationwide installation and maintenance service network for refrigerators, washing machines, and air conditioners.
• Develop and optimize service operation processes, standard operating procedures (SOPs), and quality standards.
• Monitor key performance indicators (KPIs) for daily services, such as turnaround time (TAT), first repair rate (FFR), and customer satisfaction (CSAT).
• Manage the performance of service partners and conduct regular reviews, training, and incentive evaluations.
• Collaborate with the logistics, spare parts, and sales teams 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 annual budgeting and strategic planning.

Requirements

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