Customer Service Operations Manager (Consumer Electronics)

Region: Middle East & Africa (MEA)
Function: Business Strategy / Customer Service Operations / Business Planning
Experience: Minimum 5 years
Nationality Requirement: Korean National
Languages: Korean & English

Job Summary

Our client is seeking an experienced Business Strategy & Customer Service Operations Manager to support strategic planning, business performance, and customer service operations across the Middle East & Africa (MEA) region.

The role will focus on developing business strategies, improving operational performance, managing service networks, enhancing customer experience, and leading regional improvement initiatives. The successful candidate will work closely with headquarters, overseas subsidiaries, service partners, and cross-functional teams.

Key Responsibilities

1. Strategic Planning & Business Management

• Develop and execute mid-to-long-term business strategies aligned with regional and corporate objectives.
• Monitor business performance and operational KPIs to identify improvement opportunities.
• Lead strategic projects, transformation initiatives, and business improvement programs.
• Coordinate with headquarters and overseas subsidiaries to implement regional strategic initiatives.
• Provide business insights and recommendations to support management decision-making.

2. Customer Service Operations & Field Management

• Manage and optimize service networks, service centers, and business partners across the MEA region.
• Drive improvements in customer satisfaction, Voice of Customer (VOC), and service quality.
• Develop operational excellence initiatives to improve productivity, efficiency, and service performance.
• Establish and share best practices across countries to strengthen regional service capabilities.
• Monitor service performance and identify opportunities for continuous improvement.

3. Data Analysis, Reporting & Stakeholder Management

• Collaborate with headquarters, regional subsidiaries, and cross-functional stakeholders in a multicultural environment.
• Analyze business and operational data using Excel, Power BI, or similar tools.
• Develop dashboards, reports, and actionable business insights.
• Prepare executive-level business reviews, presentations, and strategic recommendations.
• Communicate professionally in Korean and English for meetings, reporting, and stakeholder management.

Experience & Requirements

• Korean National.
• Minimum 5 years of relevant experience in customer service management, business planning, strategy, operations, or a related function.
• Experience managing customer service operations, service networks, service centers, or business improvement initiatives, preferably within a multinational organization.
• Proven experience leading strategic projects and cross-functional initiatives.
• Strong analytical and problem-solving skills with the ability to interpret complex business and operational data.
• Advanced proficiency in Microsoft Excel, Power BI, and presentation tools.
• Strong communication, presentation, and stakeholder-management skills.
• Fluency in Korean and English is required.