Bilingual NA Service Ops Leader: Strategy & AI

Hisense USA; Suwanee (GA); Presencial; USD 110.000 - 170.000; Jornada completa

Descripción de la vacante

Hisense USA is seeking a Bilingual North America Service Operations Manager to lead after-sales service strategies across the US, Canada, and Mexico. You will shape service plans, manage KPIs, and improve customer satisfaction while driving digital initiatives.

The role requires strong leadership, Mandarin and English fluency, and a track record in service operations for consumer electronics. You will partner with regional teams to optimize processes and grow value-added services.

Formación

• At least 3 years in service operations for appliances or consumer electronics.
• Fluency in Mandarin Chinese and English.
• Strong leadership, communication, PM, and problem‑solving skills.
• Ability to analyze performance metrics and implement improvement strategies.
• Familiarity with service management platforms and digital tools.
• Bachelor’s degree or higher in business, science, or engineering.

Responsabilidades

• Develop and execute North America service strategies across US, Canada, Mexico.
• Manage service KPIs and drive improvement across subsidiaries.
• Oversee customer satisfaction and NPS, implement improvement plans.
• Drive capability development in regional call centers, service networks, parts supply, tech support, and returns management.
• Analyze service process quality and drive corrective actions.
• Develop value-added services (spare parts, warranties, maintenance) to increase revenue.
• Review service processes from the customer’s perspective to reduce turnaround times and improve efficiency.
• Lead service digitalization and AI initiatives as business owner.

Conocimientos

Leadership

Communication

Project management

Problem solving

Performance analytics

Service management platforms

Digital tools

Educación

Bachelor's degree or higher in business/science/engineering

Descripción del empleo

Hisense USA is seeking a Bilingual North America Service Operations Manager to lead after-sales service strategies across the US, Canada, and Mexico. You will shape service plans, manage KPIs, and improve customer satisfaction while driving digital initiatives.

The role requires strong leadership, Mandarin and English fluency, and a track record in service operations for consumer electronics. You will partner with regional teams to optimize processes and grow value-added services.