Key Roles and Responsibilities

Auto-Service Efficiency and Quality Management:

Lead and manage overall auto-service efficiency and quality of auto-service delivery with a strong focus on Instant Message (IM), Call, and Email channels.

Drive improvements in auto-service coverage and First Contact Resolve (FCR) rate to ensure prompt and effective resolution of customer inquiries and issues.

Customer Effort and Satisfaction Improvement:

Oversee the auto-service quality team to reduce customer effort and enhance customer satisfactions.

Optimize service tactics to ensure a seamless and pleasant customer experience throughout the E2E interaction journey across products and service roles.

Technological Exploration and Implementation:

Lead initiatives to explore and implement evolving technologies, such as Open AI, to enhance and expedite service operation empowerment.

Stay abreast of technological advancements and integrate suitable technologies to improve auto-service processes and outcomes by leveraging strong collaboration and influence skills.

Auto-service Operation Capability Development:

Develop and enhance the auto-service operation capabilities through strategic hiring, comprehensive training programs, career path development, Individual Development Plans (IDP), and organizational design.

Foster a culture of continuous improvement and innovation, ensuring the team is equipped with the necessary skills and capabilities to meet future challenges and opportunities.

Qualifications

Bachelor’s degree in Business Administration, Engineering, Computer Science, or a related field. A Master’s degree is preferred.

Minimum of 8 years of experience in auto service management or a similar role, with a proven track record of leading and improving service operations.

Strong understanding of customer service principles, including FCR and customer satisfaction metrics.

Experience with AI technologies and their application in service operations.

Excellent leadership, communication, and interpersonal skills.

Ability to analyze data and metrics to drive informed decisions and improvements.

Proven ability to manage and develop high-performing teams.

Skills and Competencies:

Strategic thinking and problem-solving skills.

Proficiency in using service management software and tools.

Strong project management abilities.

Ability to adapt to and lead through change.

Commitment to continuous learning and professional development.