Service Business Operations Manager
Core
Lead Planning, Customer Resolutions, and Back Office teams to deliver premium aftersales experiences and manage outsourced partners.
Role type
Senior IC Service Business Operations Manager
Builds
Aftersales service operations, complaint resolution, and field service planning
Domain
Home appliances (Miele) / Customer Service Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Operational planning, team leadership, stakeholder management, data analysis, root-cause analysis, process improvement, escalation management
Preferred skills
Experience with outsourced contact centers, change management, succession planning
Technologies
N/A
Responsibilities
Support delivery of service business objectives through planning and coordination; Monitor and improve operational performance and KPI delivery; Lead management and resolution of complex customer escalations and regulatory matters; Identify opportunities to reduce customer friction through process simplification; Build strong relationships with key stakeholders across Service Operations, Field Service, Logistics, Parts, and Sales
Seniority
Senior, hands-on IC