Service Operations Manager

About this task

岗位职责：
1. 服务网点建设与管理：负责自营及第三方服务网点的规划、选址、建设与日常运营管理，确保网点覆盖率和响应时效满足业务需求；建立网点考核机制，定期评估服务网点表现，推动服务标准化与质量提升。
2. 本地物流合作商管理：拓展并维护尼日利亚本地物流合作伙伴，建立稳定的服务交付网络；对接物流商，优化备件、设备、物料的配送流程，保障供应链时效性与准确性。
3. POS供应与流转TAT管理：负责服务中心POS设备的库存管理、调配与流转，制定并监控TAT（周转时间）指标，确保设备供应及时、流转高效；协调相关部门优化设备流转流程，降低滞留与损耗。
4. SOP优化与人员培训：制定并持续优化服务中心作业人员的标准作业流程（SOP），提升作业效率与规范性；组织开展技能培训与考核，提升本地团队的专业能力与服务质量。
5. 本地团队管理：直接管理本地客服团队，包括招聘、绩效管理、激励与职业发展；建立高效沟通机制，推动团队文化建设，提升员工稳定性与执行力。

任职要求：
1. 本科及以上学历，专业不限，管理类、物流类、电子类相关专业优先。
2. 具备良好的英语听说读写能力，可作为工作语言与本地团队及合作方顺畅沟通。
3. 3年以上客户服务、运营管理或售后管理经验，其中至少1年以上海外或本地团队管理经验；有尼日利亚或非洲工作经验者优先。
4. 熟悉服务网点建设、物流合作商管理、设备流转及TAT管理，具备SOP优化与培训落地能力。
5. 具备较强的抗压能力、跨文化沟通能力、问题解决能力与执行力，能适应长期驻外工作。

薪资：30-55k·15薪。
工作地点：尼日利亚拉各斯，线下全职常驻。

Responsibilities:
1. Service network setup and management: Plan, select locations for, build, and manage daily operations of self-operated and third-party service outlets to ensure network coverage and response time meet business needs; establish an outlet assessment mechanism, regularly evaluate outlet performance, and promote standardized service and quality improvement.
2. Local logistics partner management: Develop and maintain local logistics partners in Nigeria and build a stable service delivery network; coordinate with logistics providers to optimize delivery processes for spare parts, equipment, and materials, ensuring supply chain timeliness and accuracy.
3. POS supply and turnover TAT management: Manage inventory, allocation, and circulation of POS devices in service centers; define and monitor TAT (turnaround time) metrics to ensure timely supply and efficient circulation of devices; coordinate with relevant departments to optimize device circulation processes and reduce delays and losses.
4. SOP optimization and staff training: Develop and continuously optimize standard operating procedures (SOPs) for service center operators to improve efficiency and compliance; organize skills training and assessments to enhance the professionalism and service quality of the local team.
5. Local team management: Directly manage the local customer service team, including recruitment, performance management, incentives, and career development; establish efficient communication mechanisms, promote team culture, and improve employee stability and execution.

Requirements:
1. Bachelor's degree or above; major is not limited. Management, logistics, electronics, or related majors are preferred.
2. Strong English listening, speaking, reading, and writing skills, with the ability to use English as a working language for smooth communication with local teams and partners.
3. More than 3 years of experience in customer service, operations management, or after-sales management, including at least 1 year of overseas or local team management experience; experience in Nigeria or Africa is preferred.
4. Familiar with service outlet setup, logistics partner management, equipment circulation, and TAT management, with the ability to optimize SOPs and implement training.
5. Strong resilience under pressure, cross-cultural communication skills, problem-solving ability, and execution capability; able to adapt to long-term overseas assignment.

Salary: 30-55k · 15 months.
Work location: Lagos, Nigeria; onsite full-time permanent assignment.