About the job

Responsibilities

1. Manage service suppliers: Manage service agreements, including building, reviewing, and optimizing the agreements, and monitor, implement, and implement the agreement requirements. Supervise, review, and confirm personnel management data such as attendance and KPIs. Regularly review business management and execution processes such as supplier settlement information security to ensure operational compliance. Continuously optimize the management solution based on the service target and guide suppliers to improve the refined operation capability.

2. Improve consumer satisfaction: Collect VOC, analyze business weaknesses and management weaknesses, identify issues that affect consumer experience, such as service operation personnel, policies, processes, products, and systems, develop satisfaction improvement plans, and coordinate with regions, sales, and product departments to jointly optimize the plans. Through innovation in service content, service processes, and service models, create services that we have no other competitors, monitor the effective implementation of service solutions and processes, and continuously improve consumer satisfaction and experience.

3. Take charge of new site construction and service rollout: Develop the rollout solution for new sites and new services based on the business plan, and quickly incubate capabilities for the supplier’s personnel of new outsourced sites, including training course design and training verification before rollout, process construction after rollout, indicator monitoring and tracking, and human resource delivery and acceptance, ensure that the overall service quality of the new site meets the requirements.

4. Optimize the operation mechanism and model of supplier organizations: Participate in the selection, evaluation, and appraisal of service suppliers, and work with procurement departments to optimize supplier resource allocation and share management to meet business development requirements.

Qualifications

• Associate’s degree or equivalent experience
• 2 years working experience in service industry
• written and verbal communication skills
• good English skill