What You'll Be Doing 主要职责:

📍Develop mid- to long-term strategies for the Customer Service Center in alignment with the company’s overall strategic direction. 制定客服中心中长期发展战略，与公司整体战略保持一致。 📍Evaluate operational performance indicators (such as FCR, AHT, CSAT, NPS) to identify bottlenecks and drive improvements. 评估客服中心运营指标（如FCR、AHT、CSAT、NPS等），识别瓶颈并推动改善。 📍Build a customer service data analytics framework and establish customer insight models to support strategic decision-making. 搭建客服数据分析体系，建立客户洞察模型，为战略决策提供支持。 📍Monitor key metrics including service quality, cost, and capacity, and produce regular analysis reports. 监控服务质量、成本与产能等关键指标，形成定期分析报告。 📍Collaborate with Marketing, Product, and other departments to shape the customer experience across the full lifecycle. 与市场、产品等部门协作，构建客户全生命周期服务体验。 📍Analyze customer experience trends, industry benchmarks, and emerging technologies (e.g., AI customer service, intelligent service systems) to drive innovation and implementation. 通过分析客户体验趋势、行业标杆及新兴技术（如AI客服、智能客服系统等），进行创新并推动落地。

What We Look For in You 任职要求:

📍Educational Background 学历背景 📍Bachelor’s degree or above; majors in Management, Marketing, Information Management, or related fields are preferred. 本科及以上学历，管理学、市场营销、信息管理或相关专业优先。 📍Work Experience 工作经验 📍5+ years of operational management experience in multinational customer service centers, including at least 3 years in strategic planning and innovation management. 5年以上跨国客服中心运营管理经验，其中至少3年以上战略规划和创新管理经验。 📍Ability to accurately grasp the latest developments in in-house customer service centers, with strong foresight, innovative thinking, and execution capability. 能准确把握自营客服中心最新发展方向，具备前瞻视角和创新思维，具备一定的推动力。

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