OPPO - Deputy General Manager - Service (10-15 yrs)

About the job:

Job Responsibilities:

- Participate in the formulation of the annual strategic plan for Indian services as a core role, and lead the strategy to be broken down into KPIs and key work tasks for each team, and use the work quality operation mechanism to ensure and be responsible for the achievement of core indicators and key work results.

- Assist in the channel planning and service process construction of online intelligent, self-service and manual services, and provide users with comprehensive, convenient and high-quality online service touchpoints.

- Take care of user complaints and public opinion, and respond to them in a timely manner.

- Assist in the planning of onsite service networks, and meet sales planning and user service needs through the layout of service centers, pick-up points and send-in repair services.

- Continuously improve the operation level, and achieve the improvement of service NPS and market reputation at a reasonable cost and labor efficiency.

- Assist in spare parts management, improve the accuracy of machine and spare parts forecast and reserve, maintain a reasonable safety inventory level and amount; ensure the laying of materials in various outlets in various states, reduce shortages and stagnation; take care of the reverse work of machine spare parts, and ensure the complete closed loop of forward and reverse materials.

- Assist in the management of service technology, including technical support, improve the maintenance capabilities of front-line technicians and user maintenance experience; and the management of the entire life cycle of new products, covering the introduction of new products and quality care throughout the life cycle, timely feedback to users, and promote the back-end to solve quality problems.

- Assist in improving organizational capabilities, continuously rationalize team division of labor, echelon construction and personnel allocation, build a strong service headquarters team, and gradually empower service providers.

Education: Bachelor /masters degree or above

Experience: 10-15 Years

Job Requirement:

- Experience into service channel management (online/offline) management experience, and successfully solved major user complaints.

- Have the experience of successfully leading the construction of service system or serving major service projects.

- Good at communication, good organizational and coordination skills; proactive, able to influence other teams to promote problem solving.

- Priority will be given to those with senior management experience in the field of customer service in the mobile phone industry