Manager, Operations (Mobile Phone After-Sales Services)

1000fix Services Limited, Bangladesh’s largest on-demand after-sales service company, is seeking an experienced and result-oriented Operations Manager – Mobile Phone After-Sales Service. The selected candidate will be responsible for managing nationwide mobile phone after-sales operations, ensuring service quality, operational efficiency, customer satisfaction, and financial performance.

Key Responsibilities

✔ Lead and oversee nationwide mobile phone after-sales service operations, managing an average monthly volume of 3,000+ service cases.

✔ Manage the complete service cycle, including customer reception, device diagnosis, repair, quality control (QC), delivery, TAT management, and complaint resolution.

✔ Monitor and improve key operational KPIs, including Turnaround Time (TAT), service closure rate, pending/aging cases, productivity, repeat repairs, service quality, and customer satisfaction.

✔ Manage and monitor operational finances, including service costs, expenses, revenue, profitability, and budget performance to ensure effective cost control.

✔ Oversee spare parts and inventory operations, including stock availability, movement, reconciliation, consumption, aging, and inventory accuracy.

✔ Lead and manage a team of 20+ employees, ensuring effective manpower planning, productivity, performance management, discipline, and team development.

✔ Handle customer escalations and ensure timely and effective resolution of critical service and operational issues.

✔ Coordinate closely with brand principals, service centers, technical teams, logistics, procurement, finance, customer service, and other stakeholders.

✔ Analyze operational data to identify process bottlenecks, root causes, service gaps, and improvement opportunities.

✔ Develop and implement initiatives for process improvement, cost optimization, operational efficiency, and service quality enhancement.

✔ Develop, implement, and monitor operational SOPs, internal controls, and service standards across the nationwide service network.

✔ Ensure compliance with company policies, brand requirements, service standards, inventory controls, and agreed SLAs.

✔ Monitor service center performance and ensure consistent operational standards across all locations.

✔ Prepare and present regular operational and management reports, covering service performance, pending cases, financial status, inventory, challenges, and corrective action plans.

✔ Support the organization in maintaining strong relationships with major smartphone brand principals and ensuring successful execution of their after-sales service requirements.