Operations Manager, Mobile After-Sales Services

1000fix Services Limited, Bangladesh's largest after-sales service provider for IT products, home appliances and mobile phones and a sister concern of SMART BD, is looking for an experienced and result-oriented Operations Manager – Mobile Phone After-Sales Service to lead and manage our mobile phone service operations.

The successful candidate will be responsible for ensuring smooth and efficient nationwide service operations, maintaining service quality and turnaround time, managing inventory and financial performance, and leading a large team.

The ideal candidate must have strong hands-on knowledge of nationwide mobile phone after-sales service operations, including service center management, inventory operations, financial tracking, customer service, repair workflow, reporting, and operational performance management.

Key Responsibilities:

Lead and oversee nationwide mobile phone after-sales service operations, managing an average monthly volume of 3,000+ service cases.

Ensure smooth end-to-end service operations

Monitor and drive key operational KPIs including TAT, service closure, pending/aging cases, productivity, repeat repair, quality and customer satisfaction.

Manage and track operational finances, service costs, expenses, revenue/profitability and budget performance, ensuring effective cost control.

Oversee spare parts and inventory operations, including stock availability, movement, reconciliation, consumption, aging and inventory accuracy.

Lead and manage teams, ensuring productivity, performance, manpower planning, discipline and team development.

Manage customer escalations and ensure timely resolution of critical service and operational issues.

Coordinate effectively with brand principals, service centers, technical teams, logistics, procurement, finance, customer service and other stakeholders.

Analyze operational data and identify bottlenecks, root causes and opportunities for process improvement, cost optimization and service quality enhancement.

Develop and implement operational SOPs, controls and improvement initiatives to ensure consistent service standards across the network.

Ensure compliance with company policies, brand requirements, service standards, inventory controls and agreed SLAs.

Prepare and present regular operational and management reports, highlighting performance, challenges, financial/inventory status and action plans.

Educational Qualifications

Minimum Bachelor's degree in Business Administration, or a relevant discipline

Minimum 5 years of relevant professional experience

Mandatory experience in the Mobile Phone After-Sales Service industry.

Strong analytical and problem-solving ability.

Good understanding of operational KPIs, dashboards, MIS, and performance reporting.

Strong communication, negotiation, coordination, and stakeholder management skills.

Experience with ERP/CRM/service management systems will be an advantage.

Willingness to travel to service locations when required.

Why Join 1000fix?

Competitive Salary & Performance-Based Rewards – Attractive compensation aligned with experience, expertise and performance.

Annual Performance Review – Structured performance evaluation with opportunities for career progression and salary growth.

Generous Provident Fund and Festival Bonuses.

Career Growth Opportunity – Clear opportunities to grow into senior operations and business leadership roles.

Leadership Exposure – Direct exposure to nationwide operations, leading brands, cross-functional teams and high-volume service operations.

Learning & Development – Continuous opportunities to develop leadership, technical, operational and management capabilities.

Employee Welfare – A workplace that values employee well-being, professional growth and work-life balance.

Collaborative Work Environment – Work with a dynamic team focused on innovation, customer experience and operational excellence.

Impactful Role – Take ownership of a large-scale mobile after-sales operation and directly contribute to the growth of one of Bangladesh's leading after-sales service platforms.