PROJECT MANAGER

Lead business planning for omnichannel customer service, including demand forecasting, budgeting, ROI review, and cost control. Define KPIs, service standards, and processes; enable visualized management with IT tools. Manage multi-level teams (Team Leaders & training), oversee KPIs, customer satisfaction, and service quality. Translate management direction into execution, escalate issues, and coach Team Leaders to develop talent. Drive employee engagement, workforce stability, and capability development through certification and training.

Associate degree or above in relevant majors (electronics, telecommunications, economics, management, education, psychology, science, engineering). Fluent English for daily communication; Chinese proficiency preferred. 3+ years of operations management in contact center/customer service, ideally in consumer electronics/3C, telecom, or banking. Experience managing large teams, with strong background in training and talent development. Solid expertise in service operations, KPIs, customer satisfaction, attrition control, and service quality. Proficient in Excel & data analysis.