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Global Service Operations Manager
3 weeks ago
**ABOUT PLAUD AI**
PLAUD AI is a pioneering AI-native hardware and software company that turns meetings and conversations into actionable insights with AI devices like PLAUD NOTE and PLAUD NotePin. By recording, transcribing, and summarizing real-life conversations, our solutions boost productivity and save time. Designed for precision and flexibility, whether in meetings or on the go, our products empower you to focus on creative, high-value work while AI handles the details.
We are a growing global team of hardware and software experts seeking advanced AI innovations that integrate with real-life user scenarios. Our newly established headquarters in San Francisco will collaborate with our teams in Shenzhen, Beijing, and Tokyo to extend AI benefits to users globally.
**WHY JOIN US**
- Join a skyrocketing team where your impact drives success and your career reaches new heights.
- ** Global Leadership**: Positioned uniquely to lead the future of work by leveraging innovative AI-driven devices and solutions.
- ** Founded in December 2021**: Bootstrapped, profitable, and experiencing explosive growth.
- ** 10x Revenue Growth**: Achieved 10x revenue growth for two consecutive years, reaching a $100 million run rate, with expectations for even greater expansion in 2025.
- ** Proven Product-Market Fit**: Over 700,000 devices shipped globally since November 2023, with users engaging for an average of 30 hours per month.
- ** New Initiatives**: Expanding from consumer-focused products to industry-specific solutions and enterprise services.
- ** Loved by Professionals**: Trusted by professionals in healthcare, sales, and other conversation-driven industries.
**WHAT YOU WILL DO**
**Global Operations Management**
- Define and implement global operational targets for the Satisfaction Center, including CSAT, FRT, TTR, and first contact resolution.
- Build and continuously optimize workforce planning, scheduling mechanisms, and queue management systems to ensure efficient coverage across North America and Europe.
- Lead daily service operations, managing vendor delivery quality and operational efficiency with our Philippines BPO partners through regular reviews and audits.
**Team Leadership & Development**
- Develop annual team strategy and goals aligned with overall brand service strategy.
- Empower team members with performance clarity, coaching, and professional development.
**Cross-Functional Collaboration & Experience Excellence**
- Work closely with the China-based Senior Manager of Customer Experience to drive global service consistency and knowledge base development.
- Partner with VOC, QA, and training teams to continuously refine service processes, scripts, and scenarios.
- Ensure seamless user journey integration across BPO and HQ to deliver a “Haidilao-level” delight experience.
**Standardization & Compliance**
- Establish standardized service SOPs that ensure compliance with PDPA, GDPR, and internal data governance policies.
- Conduct regular vendor evaluations to ensure quality consistency with PLAUD’s brand value.
- Support the global rollout of support standards across languages and regions.
**WHAT YOU WILL BRING**
**Must-Haves**
- 5+ years in customer service or support management, including 2+ years managing global or regional teams.
- Strong hands-on experience managing real-time service channels (Live Chat / Voice), with multi-channel support operations.
- Fluent in English; excellent cross-cultural communication skills.
- Advanced proficiency in Zendesk, Intercom, Salesforce Service Cloud, or equivalent platforms.
- Analytical and data-driven, with a strong focus on metrics-based decision-making and process improvement.
**Great to Have**
- Experience in global customer service delivery for fast-growing consumer electronics, AI, or hardware brands.
- Background in Apple-style or high-touch customer service environments.
- Familiarity with support automation tools and AI-enhanced service operations.
