After-Sales Operations Manager

After-Sales Operations Manager

Are you ready to develop the future of retail? 

As the world’s leader in IoT and data technologies for commerce, our mission is to help retailers and brands use digitalization to become more efficient, more intelligent, and more sustainable—and in doing so, enable more positive commerce. 

VusionGroup  is a fast-growing, fast-paced retail tech company. We believe that by thinking big and working together as one team—agile thinkers, tech makers, and change agents—we can build the largest retail IoT platform in the world.  

We build. We create impact. 

As an After-Sales Operations Manager, you will make a positive by being responsible for:  

• Establishing and maintaining strong relationships with clients, addressing their inquiries, and resolving issues promptly by developing and implementing customer feedback mechanisms to gather insights for continuous improvement.
• Strategic approach to ensure customer satisfaction and loyalty while monitoring and analyzing key performance indicators (KPI’s) as well as fostering strong client relationships.
• Leading a team of after-sales service and support professionals, providing guidance, training, and performance feedback.
• Developing and implementing strategies to enhance the overall after-sales experience for customers.
• Preparing and presenting regular reports on after-sales performance to senior management.
• Collaborating with other departments to enhance products or services, and continuously improving after-sales processes. 
• Partnering with after-sales suppliers for managing product returns and support hotline.

Qualifications we're looking for. 

• Experience: 
  •  
  • Proven experience in leading a technical support team with a track record of improving customer satisfaction. Experience growing and scaling a team for business growth is a plus.
  • Experience in an after-sales operations including managing returns and working with suppliers.
  • Familiarity with CRM software and after-sales tools.  Salesforce and ZenDesk are a plus!
  • Experience monitoring and analyzing key performance indicators (KPIs) to identify areas for improvement in after-sales processes.
• Skills: 
  •  
  • Strong leadership and team management skills.
  • Problem-solving skills and the ability to think strategically.
• Abilities: 
  •  
  • Excellent communication and interpersonal abilities.
  • Analytical mindset with the ability to use data to drive decision-making.
  • Results-oriented and customer-focused mindset.
  • Bi-lingual (Spanish speaking) a plus.
  • Ability to travel internationally quarterly is required.
• Education:
  • Bachelor’s degree in Business Administration, Computer Science or Software Engineering. (or related area).

We innovate. We help communities thrive. 

VusionGroup has an international presence in 19 countries. In joining us, you’ll be part of a globally distributed team of intellectually curious, committed, and collaborative co-workers.  

The work is fast paced, challenging, and ambitious. Here, you will feel valued for your contributions as we reinvent modern commerce—together.  

We feel supported. You will too.  

VusionGroup is a place where people feel safe, happy, and respected. We offer programs and benefits to support you in whatever comes next in your life, including: 

• Generous paid time off (PTO):  35 days PTO to enable work/life integration and promotes a culture of trust.
• Health & Wellness: Eligibility for healthcare benefits begin day one, plus retirement savings plans.
• Financial future: While retirement savings plans vary by country, we help you plan for your future.
• Family-First Support: Navigate family challenges with our assistance, securing time for both your loved ones and self-care.
• Hybrid work: Find your balance with two days working from home, three days in the office, plus the freedom to work anywhere for up to two weeks a year.
• Time off to volunteer and give back to your community.
• Career Growth: E-learning opportunities and workshops, and global mobility potential  
• Commute benefits: up to $100/month per employee for commuting expenses.
• Philanthropy: Our company matches employee donations up to $500 per year for causes close to your heart. 

All your information will be kept confidential according to EEO guidelines.