Bilingual North America Service Operations Manager (AI)

Location: Suwanee, Georgia, United States

Company

Consumer electronics company developing and managing products, service operations, and after-sales support across North America.

What you will do

• Lead service strategy development and execution across the United States, Canada, and Mexico.
• Define business priorities and implementation roadmaps for regional subsidiaries while strengthening service capabilities.
• Manage service KPIs, customer satisfaction, and NPS; analyze performance drivers and implement improvement plans.
• Develop call center, service network, spare parts, technical support, and product returns capabilities.
• Optimize service processes, customer journeys, service standards, turnaround times, and operational efficiency.
• Lead service digitalization and AI initiatives, including service IT systems and AI agent projects.

Requirements

• At least 3 years of experience in service operations, home appliances, or consumer electronics.
• Fluency in Mandarin Chinese and English is required.
• Strong leadership, communication, project management, and problem-solving skills.
• Experience analyzing performance metrics and implementing improvement strategies.
• Familiarity with service management platforms and digital tools.
• Bachelor’s degree or higher, preferably in business, science, or engineering.

Culture & Benefits

• Equal opportunity workplace committed to nondiscrimination, inclusion, and respectful treatment.
• Supports recruiting, developing, and promoting employees from diverse backgrounds.