Country Head of Service Operations

About the role

We are rapidly expanding our consumer‑device brand across the region and need a senior leader to build and run the country’s after‑sales service organisation from the ground up. The Country Head of Service Operations will own the full service P&L, design the service network, and ensure customers receive world‑class support.

Key responsibilities

• Lead the scouting, setup and launch of flagship service centres in all major tier‑1 cities.
• Develop a partner “shop‑in‑shop” model, train and certify retail partners to operate mini service stations.
• Design a nationwide collection‑point network to reach rural and tier‑3 locations.
• Define and enforce SOPs, monitor turnaround times and customer satisfaction against global standards.
• Oversee reverse‑logistics processes, ensuring safe and traceable movement of defective units.
• Manage spare‑parts demand forecasting, inventory levels and re‑ordering to avoid stock‑outs.
• Administer the central Service ERP system for repair tracking, inventory control and performance dashboards.
• Recruit, train and mentor a distributed team of engineers, technicians and regional managers.

Required profile

• 10+ years of after‑sales service operations experience in mobile devices or consumer electronics.
• Proven leadership of service networks for tier‑1 OEMs such as Samsung or equivalent.
• Citizen of the country with deep knowledge of local logistics and consumer behaviour.
• Fluent in English and all relevant local languages.
• Strong track record of managing large, geographically dispersed teams.

Required skills

• Hands‑on experience with enterprise‑grade Service ERP software.
• Expertise in spare‑parts inventory and supply‑chain management.
• Proficiency in reverse‑logistics and repair ticketing systems.