Service Operations Manager

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

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.

Skills

Project management

Cross-functional coordination

Data-driven thinking

Analytical reporting

Stakeholder management

Bilingual: English/Local language

Education

Bachelor's degree in business/engineering or related fields

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.