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线上服务运营经理 SERVICE OPERATIONS MANAGER

Descripción de la oferta de empleo

Key Responsibilities1. Online Service Operations ManagementResponsible for daily management of the online service team in the European region, including recruitment, training, performance evaluation, and incentive mechanisms.Supervise online service processes to ensure service quality and efficiency; handle user feedback and complaints in a timely manner.Optimize service workflows to improve efficiency, reduce operational costs, and enhance user experience.2. Online Service Channel ManagementManage and optimize online service channels, including official websites, social media platforms, online customer service, and remote technical support.Monitor and analyze the performance of various service channels, implement improvement plans to increase user reach and service quality.3. Data Analysis and ReportingCollect and analyze data related to online services, such as user behavior, service satisfaction, and complaint resolution, to support business decisions.Regularly generate operation reports to inform senior management of the status and effectiveness of service operations and improvement initiatives.Provide optimization recommendations based on data analysis to drive continuous improvement of online services.4. Cross-Functional CollaborationWork closely with product development, marketing, and sales teams to ensure alignment between online services and overall business strategies.Participate in planning and executing cross-departmental projects; coordinate resources and resolve interdepartmental issues to ensure smooth project progress.5. Budget ManagementDevelop and manage the online service operations budget to ensure effective and efficient use of resources.Monitor budget implementation and make timely adjustments to ensure achievement of operational goals.Qualifications1. EducationBachelor's degree or above in Marketing, Management, Telecommunications, Computer Science, or related fields is preferred.2. Work ExperienceAt least 1 year of experience in online service operations management; experience in multinational or large enterprises is a plus.Familiarity with the mobile phone industry and online service markets, with strong experience in customer service and operational management.Proven experience in cross-functional collaboration and project management, with the ability to coordinate resources and drive progress.3. SkillsProficient in managing online service platforms and tools, such as live chat systems and social media management tools.Skilled in data analysis and able to apply data-driven insights to improve service processes and user experience.Strong communication, teamwork, and problem-solving abilities.Fluent in Chinese and English; proficiency in other European languages (e.g., French, German, Spanish) is a strong plus, enabling effective communication with regional teams and users.4. Personal AttributesStrong sense of responsibility and professionalism; able to work under pressure.Innovative mindset with excellent execution, team leadership, and motivational skills to lead the team in achieving operational goals.Work EnvironmentLocation: Madrid, Spain; frequent remote collaboration with other European teams required.Schedule: Full-time, with flexibility as needed to accommodate clients in different time zones.主要职责(1)线上服务运营管理负责欧洲地区线上服务团队的日常管理,包括人员招聘、培训、绩效评估和激励机制。监督线上服务流程,确保服务质量和效率,及时处理用户反馈和投诉。优化线上服务流程,提高服务效率,降低运营成本,提升用户体验。(2)线上服务渠道管理管理和优化线上服务渠道,包括官方网站、社交媒体平台、在线客服、远程技术支持等。监控和分析线上服务渠道的表现,制定改进措施,提升渠道的用户覆盖率和服务质量。(3)数据分析与报告收集和分析线上服务相关的数据,包括用户行为、服务满意度、投诉处理等,为决策提供数据支持。定期生成运营报告,向管理层汇报线上服务的运营状况和改进措施的实施效果。根据数据分析结果,提出优化建议,推动线上服务的持续改进。(4)跨部门协作与产品开发、市场推广、销售等部门密切合作,确保线上服务与公司整体业务的协同推进。参与制定和执行跨部门项目,协调解决跨部门合作中的问题,确保项目顺利推进。(5)预算管理制定和管理线上服务运营预算,确保资源的合理分配和有效利用。监控预算执行情况,及时调整预算分配,确保运营目标的实现。任职要求(1)教育背景本科及以上学历,市场营销、管理学、通信工程、计算机科学等相关专业优先。(2)工作经验 1年以上线上服务运营管理经验,在跨国公司或大型企业担任类似职位优先。熟悉手机行业和线上服务市场,具备丰富的客户服务和运营管理经验。具备跨部门合作和项目管理经验,能够有效协调各方资源,推动项目进展。(3)技能要求熟练掌握线上服务渠道的管理工具和平台,如在线客服系统、社交媒体管理工具等。熟练使用数据分析工具,能够通过数据驱动的方式优化服务流程和用户体验。具备良好的沟通能力、团队协作能力和问题解决能力。熟练掌握中文和英语,掌握欧洲其他语言加分(如法语、德语、西班牙语等),能够与欧洲团队和用户进行有效沟通。(4)个人素质具备强烈的责任心和敬业精神,能够承受较大的工作压力。具备创新思维和良好的执行力、团队领导能力和激励能力,能够带领团队实现运营目标。工作环境工作地点:西班牙马德里,需频繁与欧洲其他地区团队进行远程协作。工作时间:全职,可能需要根据业务需求灵活调整工作时间,以应对不同时区的客户需求。
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Detalles de la oferta

Empresa
  • OPPO
Localidad
  • En toda España
Dirección
  • Sin especificar - Sin especificar
Fecha de publicación
  • 29/06/2025
Fecha de expiración
  • 27/09/2025
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