Job Description 1.Oversee the operational management and capability development of pre-sales and after-sales customer service in the contact center. Ensure service quality, operational efficiency, customer satisfaction, and sales conversion targets are consistently met. 2.Manage and supervise external suppliers to ensure adherence to contractual standards and operational requirements. Responsible for performance evaluations, acceptance checks, rewards and penalties, and compliance risk mitigation. 3.Monitor key operational metrics and apply PDCA, Six Sigma, and other methodologies to conduct root cause analysis. Develop and implement actionable improvement plans across service, e-commerce, logistics, and technical departments. 4.Lead the collection, measurement, and monitoring of operational data, ensuring accuracy and reliability. Continuously optimize forecasting and scheduling to enhance overall operational efficiency. 5.Provide end-to-end business support for new product launches and major e-commerce campaigns, including customer service readiness for new business and channels. Job Requirements 1.Bachelor's degree or above from an accredited institution. Majors in Computer Science, Electronic Information, or Communications are preferred. 2.Minimum 3 years of experience in operations management within consumer electronics, telecom, banking, or e-commerce industries. 3.Proficient in PDCA, Six Sigma, and other analytical methods, with a strong ability to identify problems, propose solutions, and drive implementation. 4.Familiar with key call center performance metrics and skilled in using data analysis tools such as advanced Excel functions and BI platforms. 5.In-depth understanding of e-commerce platforms and customer service systems, with knowledge of sales conversion logic, as well as common issues and solutions related to payments, logistics, returns, and exchanges. 6.Excellent communication, coordination, and cross-functional collaboration skills. Strong resilience under pressure and ability to adapt to fast-paced e-commerce promotion environments. Show more Show less