job description
Join Xiaomi as a Service Operations Manager in the vibrant heart of Bali, Indonesia! This is a unique opportunity to lead and optimize the after-sales service network for major home appliances, ensuring exceptional customer satisfaction and operational excellence. In this pivotal role, you will oversee the end-to-end service operations, from technician dispatch to quality assurance, while driving efficiency and innovation in a fast-paced, dynamic environment.
Bali’s thriving consumer market and Xiaomi’s commitment to cutting-edge technology create the perfect backdrop for a leader passionate about service delivery and team development. You will collaborate with cross-functional teams to streamline processes, enhance service standards, and contribute to Xiaomi’s mission of making high-quality smart home solutions accessible to everyone.
If you are a strategic thinker with a proven track record in service operations and a passion for customer-centric solutions, we invite you to apply and be part of a team that is redefining the future of home appliance services in Southeast Asia.
Responsibility
- Lead and manage the after-sales service network for major home appliances, ensuring timely and high-quality service delivery.
- Develop and implement operational strategies to optimize service efficiency, reduce costs, and improve customer satisfaction.
- Oversee technician training, performance evaluation, and resource allocation to maintain a skilled and motivated service team.
- Monitor and analyze service KPIs, including response time, resolution rate, and customer feedback, to drive continuous improvement.
- Collaborate with sales, marketing, and product teams to align service operations with business goals and customer expectations.
- Establish and maintain strong relationships with third-party service providers, vendors, and partners to ensure seamless operations.
- Implement and enforce service standards, policies, and procedures in compliance with Xiaomi’s global guidelines.
- Drive digital transformation initiatives, such as adopting service management software or IoT-based diagnostics, to enhance operational agility.
Qualifications
- Bachelor’s degree in Business Administration, Engineering, Supply Chain Management, or a related field. Master’s degree is a plus.
- Minimum of 5 years of experience in service operations, after-sales management, or a similar role within the consumer electronics or home appliances industry.
- Proven leadership skills with experience managing teams of 10+ members in a fast-paced, customer-focused environment.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Excellent communication and interpersonal skills, with the ability to engage stakeholders at all levels.
- Familiarity with service management tools, CRM systems, and process optimization methodologies (e.g., Lean, Six Sigma).
- Knowledge of local regulations and market dynamics in Indonesia, particularly in Bali, is highly advantageous.
- Fluency in English is required; proficiency in Indonesian (Bahasa) is a strong plus.