About the Role
You lead the day-to-day delivery of a dedicated Customer Service Operations team based in Hong Kong, supporting a global leader in accelerated computing and AI. You are the single point of accountability for every service deliverable the team produces.
This role encompasses the full scope of the Operations Lead and goes beyond it. You own everything the Operations Leads and their teams execute, and you must be able to step into, perform, and validate any function yourself, from RMA quality analysis and returns processing to delivery note creation, traffic and distribution, planning releases, service desk intake, and operational reporting. On top of that execution ownership, you own service quality, SLA attainment, client governance, the team stand-up and incumbent transition, and continuous improvement. You are the primary operational interface to the client’s Hong Kong operations leads and to the partner US customer experience function, with which the Hong Kong team runs an integrated follow-the-sun model.
Service Scope You Own
You are accountable for the full operational catalogue delivered from the Hong Kong hub. You are expected to command each function in detail, not only oversee it, and to be the escalation point of last resort for every deliverable below.
- RMA Operational Execution (the anchor). Own the end-to-end returns operation: RMA projection and trend analysis, tracker maintenance, cumulative RMA rate and board DPPM analysis, RMAV operations, BOSV and RMACS data loading, QIS creation, sub-system and SXM5 quality analysis, and FA records; and initial review and disposition for credit, CID repair, service order, FA, and NBU returns, blanket and key-account RMA processing, CID repair billing, RX and RW disposition, DPL compliance checking, warranty maintenance, and returns-order aging cleanup.
- Delivery Note Creation and Logistics Coordination. Own delivery note creation and processing across chip hub, TSMC, CEM consignment, auto hub, sales order, returns, and cross-site operations, including daily creation previews, import license applications, and shipping notices.
- Traffic and Distribution. Own hub EDI check feeds and error resolution, forward stocking location and hub inventory reconciliation, proof-of-delivery tracking, stock-location transfers, cycle counts, serialization EDI error management, carrier-change reporting, and goods-receipt operations.
- Spares and FRU Planning. Own planning order releases (ABR, MBR, and transfer and repair orders) and coordinate supply against the returns and repair backlog.
- Service Desk and Case Intake. Own first-response case intake, PAK ID validation, portal acknowledgment, and routing to the correct processing and quality queues, with clean handoff of customer-facing matters to the partner US function.
- Warehouse Data and Reporting. Own consumption of warehouse operations data as an input to customer-facing reporting. Warehouse transaction execution remains client-owned and is not performed by the team.
- Operational and Customer-Facing Reporting. Own the daily, weekly, and monthly reporting suite covering delivery-date and MAD-miss checks, RMA board and approval metrics, aging backlog, on-time shipping, stock assignment, and ad-hoc analysis, plus the customer-facing reporting presented at business reviews.
Service Levels and Deliverables You Own
You are accountable for attainment of the team’s service levels across every function and for the delivery of its recurring reporting. Representative service levels include:
- Same-day RMA initial review; daily RMA quality reporting; two-hour case-intake acknowledgment.
- Same-day standard and two-hour urgent delivery note creation; same-day planning order release.
- Four-hour EDI error resolution; weekly hub inventory reconciliation; on-schedule delivery of the full reporting suite.
You own the recurring deliverable cadence: a daily operations log; a real-time exception log with root cause; a weekly operations report; a monthly performance report; a capacity and team-structure assessment at the end of the initial ramp; a quarterly process-improvement log; and Monthly and Quarterly Business Reviews with client stakeholders.
Leadership and Governance Responsibilities
- Hold accountability for every deliverable produced by the Operations Leads and their teams, and be able to step into, perform, and validate any function the team executes.
- Manage the team day to day. Assign work, manage capacity and coverage across a single Hong Kong shift, resolve cross-functional exceptions, and keep handoffs disciplined.
- Own SLA governance across all functions. Track service levels, drive attainment, and lead corrective-action plans on any sustained miss.
- Direct two Operations Leads and their teams. Set priorities, manage performance and coaching, develop the bench, and keep churn low.
- Serve as the primary operational interface to the client’s Hong Kong operations leads and to the partner US customer experience function. Own the Hong Kong side of the follow-the-sun handoff for case continuity, escalation transfer, and open-case handover.
- Lead the stand-up and transition. Assess and retain incumbent talent, run knowledge transfer across the full operational catalogue, and reach full operational ownership with no gap in coverage.
- Own the governance cadence and the customer-facing reporting presented at Monthly and Quarterly Business Reviews.
- Own the continuous-improvement program. Deliver documented process-improvement recommendations each quarter and drive their implementation.
- Own escalations and incident response across all functions as the operational escalation owner for the Hong Kong team.
- Maintain compliance with the client’s data-handling policies and the Hong Kong Personal Data (Privacy) Ordinance.
Required Qualifications
- Eight or more years in service delivery or operations management, including three or more years leading multi-function operations teams of 20 or more.
- Deep, hands-on command of RMA or reverse-logistics operations, with the ability to personally perform and validate the work your team executes, including returns quality analysis, returns processing and disposition, and complex exception handling.
- Strong hands-on SAP experience across order management and supply chain (SD, MM, PP, QM) in a transactional operations environment.
- Working knowledge of CRM case management, EDI operations, and operational reporting.
- Proven ownership of SLA-based delivery, client governance, and business-review reporting at the operational level.
- Experience standing up or transitioning operations teams, including knowledge transfer and team stand-up. Transition or rebadge experience strongly preferred.
- Excellent stakeholder management and executive communication.
- Fluent English, plus professional Cantonese and/or Mandarin.
- Based in, or able to work on-site in, Hong Kong SAR.
Preferred Qualifications
- Experience owning multiple operational functions at once across returns, logistics, planning, and reporting.
- Experience supporting semiconductor, hardware, or high-technology clients.
- Familiarity with follow-the-sun or multi-region delivery models.
- Lean, Six Sigma, or ITIL service-management credentials.
- Experience with EDI operations and operational reporting in Power BI.
Systems
SAP (SD, MM, PP, QM), Salesforce and CRM case management, RMA and quality systems (returns, quality, and disposition tools), EDI, Power BI, and SharePoint.
First 90 Days
- Stand up the Hong Kong team and reach full operational ownership across all functions with no coverage gaps.
- Establish command of the full operational catalogue and the ability to personally perform and validate each function.
- Establish the governance cadence, the reporting suite, and business-review reporting with client stakeholders.
- Complete the initial ramp and deliver a capacity and team-structure recommendation.
- Establish the follow-the-sun handoff with the partner US customer experience function.