Regional Service Operations Manager

Regional Service Operations Manager - Back-End Supplier Services (DE / UK / PL) - m/f/d

About B2X

B2X is a leading provider of post sales services specializing in circular lifecycle management for electronic hardware. Established in 2007 and head-quartered in Munich, our solutions and services spanning the whole lifetime of a wide range of consumer electronic products as well as B2B electronic infrastructure.

Our digital platform services and (web) portal solutions facilitate the digitalization and automation of multiple workflows and interactions with end-users and partners in our clients' network. 

We empower companies with innovative carbon solutions to manage their hardware lifecycles towards carbon net zero.

Together with top-tier tech companies across multiple industry sectors and geographies, we create unique customer experiences at reduced complexity and cost for lifecycle management.

The kind of unique B2X operating model integrates more than 200 service partners in over 30 countries, orchestrated by our B2X team of more than 100 service professionals and steered by the proprietary B2X service management platform.

The Role

We are seeking a dynamic Regional Service Operations Manager – Back-End Supplier Services (DE / UK / PL) - m/f/d fluent in English with German language proficiency considered a strong advantage, to oversee the delivery and performance of our Back-End Supplier service operations.

The role is responsible for managing our service partners and collaborating with internal teams to ensure outstanding satisfaction across our diverse client and product portfolio. We welcome applications from candidates based in Germany, Poland, or the United Kingdom.

You will play a key part in ensuring our clients (OEMs, payment providers, or business clients) receive reliable, consistent, and high-quality after-sales services. The focus is on B2B client satisfaction, service SLAs, and operational excellence.

Key Value: At B2X autonomy and collaboration are at the heart of our culture. We empower our teams to take ownership of their work while supporting one another to achieve shared goals. If you thrive in a role where your initiative directly impacts client's success, this opportunity is for you

Key Job Responsibilities:

• Ensuring the efficient implementation of after-sales services for contracted products in your region, including service performance management by setting appropriate KPI targets for local service partners to fulfill the service requirements of our clients (e.g. turnaround times, material consumption, scrap rate, multiple repair rate)
• All interactions between local repair service partners, local customer organizations and centralized functions such as supply chain management, technical repair management, carrier operator and retailer interactions and operations controlling.
• Definition of goals, strategies and objectives; execution of defined improvement measures and regular performance reviews, including root cause identification and effective resolution to prevent recurrence.
• Planning, controlling, coordinating and monitoring all service functions in your region, e.g. logistics and repairs
• Developing customer-specific service schemes in co-operation the customer and suppliers Network EMEA and counterparts within the B2X organization and controlling their local implementation
• Creation and provision of regular status and KPI reports to customers and regional VP / operations team
• Effectively drive implementation of new processes and procedure.  
• Escalation of performance and/or quality problems to the regional operations team with proposed solutions and actions.
• Responsibility for service organization development (e.g. repair & logistics partner network), operational processes considering local regulations and customer requirements.

Your Profile:

The candidate must be based in Germany, Poland or United Kingdom.

Your background:

• University degree in a Master/Bachelor of Science Program or a comparable commercial education combined with a minimum of 5+ years of successful working experience in Service operations
• Excellent knowledge of after sales processes is essential ideally with experience of e-mobility products and or IOT devices, having worked for OEM, carrier, operator or repair service provider.
• Proven ability and skills to identify the real root cause of operational issues and drive improvements  
• Training in continuous improvement tools and processes such as DMAIC, Six Signa, lean. 
  
• Fluent in English verbal and written
• German speaking a nice to have but not mandatory 
• Proven ability to define and document complex processes to ensure all stakeholders have a clear understanding of what is expected and how to act.

Personal attributes:

• Proven ability to develop and foster key business relationships
• Skilled at developing strategies and plans that support continuous process improvement
• Results oriented with a proven ability to effectively manage multiple diverse tasks and assignments of varying complexity while under time constraints
• Solid influencing, collaboration and creative problem solving skills to meet the diverse needs of business stakeholders
• Aptitude for working with minimal direction while effectively responding to emerging issues and opportunities 
  
• Ability to remain flexible and adaptable to company's culture and constant evolution 
  
• High degree of initiative
  
• Excellent organizational and self-management skills cross-cultural communication skills and willingness to work in virtual teams ideally with experience of working with Chinese customers. 
  
• Strong team player
  

Location: 

• This a Home office-based position, and able to travel frequently to support supplier and customer meetings as and when required.  
  

What we offer:

• A versatile area of responsibility with which you are at the pulse of the company with the opportunity to influence crucial decisions
  
• A flexible inclusive working environment 
  
• A multi-cultural operating company
  
• An open-minded, positive and motivated environment with flat hierarchies and short decision paths
  
• The ability to work independently and responsibly and contribute your talents 
  
• Colleagues which are more than happy to welcome you
  

How to apply: 

Submit your CV in English outlining how your skills align with this role