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1.Responsible for managing the daily affairs of the North American offline customer service team, identifying existing issues, providing improvement proposals, collaborating to improve various work processes, promoting IT system optimization, and enhancing the user service experience.

2.Responsible for managing third-party service providers, ensuring their compliance with our service standards and contract agreements, improving the service quality of after-sales service providers (TAT, bounce repair rate), and reducing complaint rates.

3.Responsible for managing daily communication with carrier, maintaining the relationship with carrier, cooperating with service providers to meet the service requirements of carrier.

4.Collaborate with headquarters' spare parts team to assist in monitoring after-sales spare parts needs, forward and reverse logistics and spare parts turnover, ensuring the safety of spare parts and the authenticity of related accounts.

5.Collaborate with online team to assist in handling various after-sales emergencies, complaints, and quality incidents.

Requirements

1.Bachelor's degree or above in computer science, communication, electronic automation, business administration, or other related majors are preferred.

2.At least 5 years of work experience in after-sales service for consumer electronics products, experience in carrier market cooperation is preferred.

3.Familiar with after-sales service processes, standards, and related laws and regulations for mobile phones and electronic products.

4.Language skills: English fluent / Chinese business level

5. Possess project management experience, strong communication, management, planning, and execution skills, able to effectively coordinate internal and external resources, ability to work in a fast-paced and dynamic environment

6.Familiar with various after-sales service management tools and software, proficient in using office software.

7.On-site work, able to travel on short trips to the United States, Canada, and Mexico.