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Hisense USA seeks a Bilingual North America Service Operations Manager to oversee after-sales service strategies and operations across the United States, Canada, and Mexico. This is a strategic operations leadership role responsible for developing and implementing comprehensive service strategies, managing regional service KPI performance, and driving continuous improvement in service quality and customer satisfaction.
Key responsibilities include:
- Lead the development and execution of service strategies across North America, define business priorities and implementation roadmaps for each subsidiary, and strengthen service capabilities.
- Manage service KPIs and guide subsidiaries in improving performance to meet or exceed targets.
- Manage customer satisfaction and Net Promoter Score (NPS), analyze key drivers, and develop improvement plans to achieve industry-leading results.
- Guide capability development across regional and subsidiary call centers, service networks, spare parts supply, technical support, and product returns management.
- Analyze and manage service process quality across subsidiaries, monitor key metrics, identify issues, and drive corrective actions.
- Develop value-added service businesses including spare parts sales, extended warranties, and product maintenance to increase service revenue and profitability.
- Review and optimize service processes from the customer perspective, simplify customer journeys, establish service standards, reduce turnaround times, and improve operational efficiency.
- Lead service digitalization and AI initiatives, plan service IT systems and AI agent projects, and oversee implementation as the business owner.
Requirements:
- At least 3 years of experience in service operations, home appliances, or consumer electronics.
- Fluency in both Mandarin Chinese and English (bilingual requirement).
- Strong leadership, communication, project management, 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, preferably in business, science, or engineering.
