Bilingual Aftersales Operations Manager - Retail Account (English & Mandarin)

Position Overview We are looking for a U.S.-based professional to establish and oversee aftersales services and processes for both retail and online sales channels. This individual will be responsible for managing service operations, ensuring top-quality customer support, and driving continuous improvements to keep Segway Navimow competitive in the market. The role also acts as the primary liaison between the U.S. operations and Segway Navimow headquarters. Key Responsibilities • Develop, implement, and optimize aftersales service processes tailored for retail and online account. • Oversee daily operations of the current aftersales service provider to ensure service quality, efficiency, and customer satisfaction. • Identify, evaluate, and onboard new service providers to enhance coverage, competitiveness, and service capabilities. • Collaborate with retail and online sales teams to ensure seamless customer experience across all channels. • Track, analyze, and report on service KPIs, customer complaints, and recurring product issues; recommend improvements to HQ. • Ensure all aftersales activities comply with U.S. consumer protection laws and data privacy regulations. • Act as the key contact point for regular communication with Segway Navimow HQ, aligning on strategy, escalations, and service improvements. • Provide feedback to product, logistics, and supply chain teams to support continuous product and service improvement. Qualifications & Skills • Bachelor’s degree in Business Administration, Operations Management, or related field. • 3+ years of experience in aftersales service, retail support operations, or service provider management (consumer electronics, appliances, or smart home industry preferred). • Fluent Mandarin Speaking is MUST. • Proven track record of managing third-party service providers and driving service process improvement. • Strong knowledge of U.S. retail and e-commerce channels. • Familiarity with CRM and service management platforms (e.g., Zendesk, Salesforce). • Excellent problem-solving, negotiation, and stakeholder management skills. • Strong communication skills with ability to coordinate between local operations and global HQ. • Self-driven, organized, and able to work independently in a fast-paced environment. Apply tot his job