Operations Manager

Description

Job Summary: Inetvip is seeking a strategic, results-oriented Operations Manager to lead and transform field operations, ensuring excellence and efficiency. Key Highlights: 1. Lead teams and transform field operations 2. Ensure excellence in technical service execution and customer experience 3. Promote operational efficiency and cost control **Inetvip** is looking for an **Operations Manager** with a strategic mindset, results orientation, and strong leadership capability to drive our field operations. This role is responsible for ensuring excellence in technical service execution, elevating productivity, quality, and customer experience, while simultaneously promoting operational efficiency and cost control. If you are driven by challenges, possess analytical vision, enjoy leading teams, and transforming operations, this opportunity is for you. **Job Mission** Ensure efficient, standardized, and scalable execution of field operations (installation, maintenance, and repair), guaranteeing optimal customer experience, high team productivity, and optimization of operational resources. **Our Challenge** Scale operations efficiently, maintain high quality standards, and build an exceptional experience for thousands of customers, with an increasingly intelligent, productive, and data-driven operation. **Key Responsibilities** **People Management** * Lead supervisors, team leaders, and field technical teams * Develop talent, deliver structured feedback, and implement development plans (IDPs) * Ensure engagement, operational discipline, and a high-performance culture **Operations Management** Manage the full service order lifecycle (opening, execution, closure) * Ensure compliance with SLAs and technical standards * Drive standardization and continuous improvement of field processes **Planning and Optimization** * Define scheduling, routing, and team deployment strategies * Reduce travel time, idle time, and rework * Optimize productive capacity based on demand and technical skill **KPI Management** * First Time Fix Rate (FTR) * Service and execution SLA * Operational efficiency (Availability, Productivity, and Quality – adapted OEE) * Cost per service order and cost per customer * Rework rate * Equipment recovery rate * Installation/sales conversion rate **Customer Experience** * Ensure technical delivery quality and positive service perception * Directly handle critical issues and escalations * Align field operations with CX and Customer Support **Cost and Performance Management** * Control operational budget * Reduce operational costs without compromising quality * Generate efficiency and scale benefits **Safety and Compliance** * Ensure compliance with occupational safety regulations * Guarantee proper use of PPE, vehicles, and tools * Promote a safety-first and preventive culture **Behavioral Competencies** * Strong and inspiring leadership * Systemic vision and strategic thinking * Data-driven decision making * High execution capability and sense of urgency * Clear communication and influence * Results focus balanced with people management **Requirements** **Education** * Completed undergraduate degree (Engineering, Telecommunications, Business Administration, or related fields) * Postgraduate degree/MBA is considered a plus