Job Description

Job Summary:

The Service Backend Operations Head will be responsible for overseeing the complete backend service processes, ensuring seamless coordination with internal teams, monitoring service KPIs, and enabling timely resolution of customer service requests. The role involves managing support functions for field technicians and authorized service partners to ensure service efficiency and customer satisfaction.

Key Responsibilities:

Manage end-to-end service workflows, from request initiation to closure. Coordinate effectively with internal departments such as logistics, quality, and product teams for smooth service operations. Monitor, track, and analyze service KPIs, implementing strategies for continuous improvement. Ensure timely resolution of service requests, adhering to defined SLAs. Provide backend operational support to field service technicians and authorized service partners. Oversee documentation, reporting, and escalation management processes. Implement and optimize service management systems, tools, and SOPs. Support recruitment, training, and performance management of backend service teams. Identify process gaps and drive operational excellence initiatives. Maintain a high level of customer satisfaction through efficient backend support.

Required Qualifications & Skills:

Bachelor's degree in Business Administration, Operations, Engineering, or a related field. Minimum of 8-10 years' experience in service operations or backend service management, preferably in consumer electronics or appliances. Strong understanding of service workflows, KPIs, and SLA management. Excellent coordination, communication, and interpersonal skills. Proficiency in MS Office and service management software (CRM, ERP, etc.). Ability to handle multiple priorities in a fast-paced environment. Strong problem-solving skills with a customer-first mindset.
Job Type: Full-time

Pay: ?80,000.00 - ?99,000.00 per month

Work Location: In person