Service Operations Manager

Company Overview:

Founded in China in 1969, Hisense is now a large global leader, with two publicly traded companies - Hisense Electric and Hisense Kelon Electrical - and the owner of 5 brands: Hisense, Kelon, Ronshen, Toshiba and Gorenje. Building on the four cardinal principles of "Technology, Quality, Integrity and Responsibility" Hisense has achieved more than 50 years of success in the consumer electronics (where it ranks as the third largest TV manufacturer in the world), home appliances, telecommunications and in the thermo-hydraulic sector, with numerous branches in constant growth on all markets.

Role:

The resource will be inserted in the Service Team and will respond directly to the Head of Service.

Key Responsibilities:

• Ensure compliance with EUHQ procedures and oversee daily service operations, providing guidance and performance feedback to Customer Care and Back Office teams.
• Monitor key service KPIs, managing escalations and driving continuous improvement in after-sales performance.
• Handle complex customer complaints and approve retailer claims, ensuring accuracy and alignment with company policies.
• Prepare regular reports on service performance and KPIs for internal stakeholders and senior management.
• Oversee warranty, replacements, and refund processes in collaboration with the Customer Care team.
• Support B-stock management and cost control activities, ensuring alignment with defined targets.

Requirements:

• 5+ years of previous experience in Service Operations, After-Sales, or Customer Care within multinational organizations.
• Excellent knowledge of English and daily use of the language.
• Excellent knowledge of SAP and Office 365 is a must.
• Strong analytical, problem-solving, and decision-making skills
• Excellent communication and stakeholder management abilities
• Results-driven, hands-on, and able to manage priorities in a fast-paced environment

What’s in it for you:

• Gross annual salary (RAL): €40.000 – €50.000
• Variable bonus scheme
• Meal vouchers (ticket restaurant)
• Smart working: 1 day per week
• International working environment
• Professional growth and development opportunities

Requirements:

Flexibility to move on the national territory.

Place of Work: Milan