ACTA Service HUB Manager

Your role

Mission

Your mission is responsible for establishing and continuously optimizing the service operation system, including process development, competency center, dispatch center, and data analytics center. This role ensures efficient and stable service operations through cross-functional collaboration, process optimization, and data-driven continuous improvement, ultimately enhancing customer satisfaction and service quality.

服务枢纽经理负责搭建并持续优化服务运营体系，包括流程建设、能力中心、派工中心、数据分析中心等关键功能模块。通过跨团队协作、流程优化和数据驱动的持续改进，确保服务业务高效、稳定运行，提升客户满意度与服务质量。

Major Responsibilities

Duties and responsibilities include, but are not limited to:

任务职责包括但不限于:

Service Operation System Development & Optimization / 服务运营体系建设与优化

Design and optimize field service end-to-end service operational processes (ticketing, dispatching, delivery, escalation, closure).

• Establish, streamline, and continuously improve end-to-end service operation processes.
• Drive standardization, digitalization, and automation to improve efficiency and consistency.
• Collaborate closely with customer service, supply chain, sales, and quality teams to ensure smooth cross-functional processes.

Service Capability Center Development / 服务能力中心建设

• •Develop the service competency system, including skill models, training systems, service standards, and SOPs.
• Provide professional support to frontline teams, such as knowledge base content, technical documents, and training programs.
• Lead service quality improvement initiatives, including skill enhancement and technical improvement projects.

Dispatch Center Setup & Operations Management / 派工中心搭建与运营管理

• Design the overall structure of the dispatch center, including staffing, roles, and service coverage.
• Build resource management models (engineer pool, skill tags, work-hour rules).
• Establish SOPs, quality standards, and operational mechanisms for the dispatch center.
• Analyze dispatch performance and provide improvement recommendations.

Service Analytics Center / 数据分析中心建设

• Build the KPI framework, reporting structure, and data governance model for service operations.
• Drive monitoring, analytics, forecasting, and early-warning mechanisms for key metrics.
• Deliver operational insights to support management decisions and business improvements.

Continuous Improvement & Project Management / 持续改进与项目管理

• Lead process redesign, customer experience enhancement, and efficiency improvement initiatives.
• Drive digital and intelligent transformation of service operations.
• Manage cross-functional projects to ensure on-time and high-quality delivery.

Team Leadership / 团队管理

• Build and manage the Service HUB teams (competency, dispatch, data).
• Set KPIs and manage team performance.
• Develop team capabilities and promote a data-driven culture.

To succeed, you will need

Education / 教育背景

• Bachelor’s degree or above, preferred in Engineering, Management, Supply Chain, Data Analytics, or similar fields.
• 本科及以上学历，工程、管理、供应链、数据分析或相关专业优先。

Experience / 工作经验

• 5+ years of experience in service operations, process management, or dispatch management.
• Experience in building a dispatch center, command center, or similar operational system from 0 to 1 is a strong plus.
• Experience in service process optimization or digital transformation projects is preferred (Lean/Six Sigma is a plus).
• 5 年以上服务运营、流程管理或派工管理经验。
• 有从 0-1 搭建派工中心、指挥中心、调度中心或类似运营系统经验者优先。
• 有数字化项目或流程优化经验优先（Lean/Six Sigma 加分）。

Skills / 技能

• Strong understanding of service operations, dispatching workflows, and related systems (such as CRM, ERP, or dispatching platforms).
• Strong analytical skills; proficiency in Excel, Power BI, SQL, or similar tools is preferred.
• Strong project management skills; PMP or Agile experience is a plus.
• Excellent cross-functional communication skills, system thinking, and problem‑solving ability.
• 熟悉服务运营、派工流程与系统（CRM/ERP/Dispatching）。
• 强数据分析能力（Excel、Power BI、SQL 优先）。
• 强项目管理能力（PMP/Agile 优先）。
• 优秀的协调沟通与系统思维能力。

Personal Attributes / 个人特质

• Strong sense of ownership and accountability, with the ability to take initiative and drive results.
• Excellent logical reasoning and systems thinking capabilities, able to navigate complexity and structure problems efficiently.
• High resilience and ability to perform steadily under fast-paced and multi-tasking environments.
• Strong learning agility with curiosity toward new tools, processes, and technologies.
• Strong team spirit and collaboration mindset, capable of fostering teamwork and cross-functional cooperation.
• Good business acumen, with the ability to identify opportunities and risks from operational data.
• Customer‑oriented centric mindset that drives operational improvement based on customer experience.
• Detail‑oriented and meticulous to ensure accuracy and compliance in processes and data.
• 谨慎严谨、注重细节，确保流程与数据的准确性和合规性。
• 强烈的责任心与主人翁精神，能够主动承担并推动结果落地。
• 具备优秀的逻辑思维与系统思考能力，能够在复杂环境中快速理清问题。
• 抗压性强，能够在快节奏、多任务的环境中保持稳定表现。
• 具备强烈的学习意愿，对新工具、新流程、新技术保持敏锐好奇心。
• 具备强团队精神与协作意识，能够凝聚团队并促进跨团队合作。
• 客户导向思维，能够始终以客户体验为核心推动运营优化。
• 具备良好的商业敏感度，能从运营数据中识别机会与风险。

In return, we offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

Job location

Shanghai, China

Contact information

 Talent Acquisition Team: Fanny Cai