Global Partner Service Operations Specialist

Aiper; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

Aiper, the No. 1 smart robotic pool cleaner brand, seeks a Global Partner Service Operations Specialist.

You will act as the hub between headquarters and regional service managers, coordinating daily operations across North America, Europe, Australia, and other regions. You will align cross-department teams on escalations, RMAs, repairs, and logistics, while promoting global service standards, SOPs, and knowledge management.

Qualifications

• 2–5 years in customer service operations or related fields.
• Experience with global or regional business support preferred.
• Familiar with service policies, ticket management, RMA, repair services, service systems, and KPIs.
• Strong data analysis skills and ability to produce operations reports.
• Able to coordinate across time zones and drive cross-functional collaboration.
• Experience in consumer electronics or international companies is preferred.

Responsibilities

• Global Service Operations Coordination & Support: act as hub between headquarters and overseas service managers across regions.
• Cross-Departmental Coordination: drive collaboration among service, after-sales, repair, sales and logistics teams.
• Implementation of Service Policies & SOPs: promote and track global service standards and processes.
• Service Training & Knowledge Management: develop training materials and knowledge bases for overseas teams.
• Service Data Monitoring & Operations Analysis: track KPIs and propose improvements based on data.

Skills

Cross-cultural communication

Cross-departmental coordination

Data analysis

Problem-solving

Global operations

Customer service mindset

Education

Bachelor's degree or above

Tools

Power BI

Excel

Job description

Aiper is the No. 1 smart robotic pool cleaner brand and a leading provider of smart solutions for pools and gardens. Its connected Smart Yard Ecosystem simplifies care across the entire outdoor space – from pool cleaning and water care to smart irrigation. Trusted by more than 4 million users worldwide, Aiper is available in nearly 10,000 stores across 50+ countries and regions. Driven by smart automation, adaptive AI, and sustainable design, Aiper gives users more time to enjoy life’s best moments.

Job Title: Global Partner Service Operations Specialist

Employment Type: Full-time

Job Responsibilities:

1. Global Service Operations Coordination & Support

• Act as the operational coordination hub between headquarters and overseas local service managers, supporting the day-to-day service operations across North America, Europe, Australia, and other regions.
• Maintain close communication with overseas service teams to stay informed of business needs, operational status, and practical challenges in each region, and coordinate relevant resources to provide effective support.
• Establish mechanisms for daily communication, information synchronization, and follow-up on key matters to ensure efficient collaboration across the global service business.

2. Cross-Departmental Business Coordination & Problem Resolution

• Coordinate internal customer service, after-sales, repair center, sales, and other related teams to drive cross-departmental collaboration and process alignment for key account service operations.
• For service matters such as escalated customer complaints, RMA, repairs, returns and exchanges, spare parts supply, orders, and logistics, coordinate relevant teams to clarify ownership and drive timely resolution of issues.
• Identify process gaps, unclear ownership, and efficiency bottlenecks in cross-team collaboration, and drive the establishment of effective communication, escalation, and closed-loop issue resolution mechanisms.

3. Implementation of Service Policies, Processes & Standards

• Responsible for communicating, promoting, and tracking the implementation of global key account service policies, business processes, and operational standards, driving service standardization across regions.
• Support the establishment and improvement of service operation SOPs, business operation guidelines, and related management mechanisms to ensure effective implementation of policies and processes.
• Collect feedback from each region on policy and process execution, and drive continuous optimization of relevant mechanisms.

4. Service Training & Knowledge Management

• Responsible for business training and enablement for overseas service teams, covering service policies, business processes, service systems, and operation guidelines.
• Establish and maintain training materials, a service knowledge base, and operation manuals to ensure accurate and timely dissemination of business information.
• Track training effectiveness and practical application to continuously improve the professional capability and execution efficiency of overseas service teams.

5. Service Data Monitoring & Operations Analysis

• Responsible for daily monitoring of global service operations data, tracking service volume, response time, processing efficiency, service quality, and key KPIs.
• Regularly produce operations analysis reports to identify business anomalies, operational bottlenecks, and potential service risks.
• Based on data analysis and business feedback, propose targeted improvement recommendations and track the effectiveness of improvement actions.
• Proactively collect issues and improvement needs from each region regarding customer service, system usage, policy implementation, and cross-departmental collaboration.
• Conduct classification analysis, priority assessment, and tracking management of key issues, and coordinate with relevant departments to drive resolution.
• Organize or participate in regular service operations reviews, summarize common issues and best practices, and drive continuous optimization of global service processes, system functions, and operational mechanisms.

Qualifications

• Bachelor's degree or above, with 2–5 years of experience in customer service operations, after-sales service operations, international business operations, or related fields; experience in global or regional business support is preferred.
• Strong cross-cultural communication and cross-departmental coordination skills, with experience collaborating with multi-functional teams such as customer service, after-sales, repair, and sales; able to independently drive complex business matters to completion.
• Familiar with customer service or after-sales service operation processes, with a solid understanding of service policies, ticket management, RMA, repair services, service systems, and operational KPIs.
• Strong data analysis skills, proficient in Excel, able to independently organize and analyze data and produce operations reports; experience with data analysis tools such as Power BI is preferred.
• Strong initiative, sense of responsibility, and problem-solving ability; able to proactively identify issues, coordinate resources, and drive improvement to closure.
• Able to adapt to the cross-time-zone collaboration requirements of global business, willing to flexibly arrange communication hours based on business needs, and maintain efficient collaboration with teams in different regions.
• Experience in consumer electronics, smart hardware, cross-border e-commerce, or international companies is preferred.