Head - Customer Service Operations

About the role

A multinational company is looking for an experienced professional to lead nationwide after-sales service operations, reverse logistics and device refurbishment activities in Kathmandu, Nepal. The role covers building service networks, running device buyback and trade-in programmes, managing service partners and driving operational excellence, cost efficiency and customer satisfaction.

Key responsibilities

• Trade-in and reverse logistics: run nationwide device buyback, exchange and trade-in programmes for smartphones and consumer electronics; set inspection, testing, grading and valuation procedures; manage partnerships with distributors, financial institutions and secondary-market buyers; streamline refurbishment to maximise asset recovery.
• After-sales service: lead and optimise service centre networks, set operational standards and performance monitoring, monitor partner KPIs and customer satisfaction, and fix operational gaps.
• Financial and commercial management: manage annual operational budgets, service costs and refurbishment expenses; monitor vendor payments, warranty claims and reimbursements; evaluate partner profitability and drive cost optimisation.
• Inventory control and compliance: track spare parts, returned devices, defective products and refurbished inventory; audit service centres and partners regularly; ensure compliance with company policies and ethical standards.
• Team and stakeholder management: lead service operations teams across regions, coordinate with Sales, Marketing, Finance and Supply Chain, build relationships with partners and vendors, and drive continuous improvement.

Required profile

• Master's degree in Business Administration, Operations Management, Supply Chain, Engineering or a related discipline.
• Minimum 8-10 years of relevant experience in after-sales service, reverse logistics, consumer electronics or operations management.
• Experience in telecom, smartphone brands, large retail chains, e-commerce or 3PL organisations is highly preferred.
• Hands-on experience in device trade-in, buyback, refurbishment or reverse logistics is an added advantage.

Required skills

• Strong commercial understanding, financial management, negotiation and analytical skills.
• Excellent leadership, communication and stakeholder management capabilities.
• Proficiency in English and strong decision-making abilities.