Manager, B2B Service Operations

Company OverviewMidea is one of the world’s largest home appliance brands, offering the most comprehensive selection of products in the world to fully serve the needs of day-to-day living at home, at work, or anywhere else you go. In North America we strive to aim high, put the customer first, transform and innovate the marketplace, utilizing our commitment, dedication, inclusion and partnership with our teams. We are a global company with over 150,000 employees and operations in more than 195 countries. As a publicly listed company, we are also ranked #245 as a Fortune Global 500 company and offers one of the most comprehensive ranges in the home appliance industry.Job Summary:Midea America Corp. is a U.S. subsidiary within Midea Group, the Fortune 500 giant known for making life easier for millions around the globe. As the world’s top maker of home appliances, Midea is proud of its 166,000+ employees and presence in 200+ countries, including here in the U.S.The Manager, B2B Service Operations leads the day-to-day service operation supporting Midea’s builder, dealer, distributor, and other B2B customers. This role is responsible for building and scaling the Builder Support model, including the processes, SOPs, escalation paths, reporting, systems, and cross-functional workflows needed to support Midea’s growing builder business, while also leading the existing Dealer and Distributor Support operation. The role serves as the primary Service liaison to Builder, Dealer, and Distributor Sales and partners across Customer Experience, Technical Service, Logistics, Field Service, IT, and other teams to ensure the organization is prepared to support these channels. As part of the broader Customer Experience organization, this position will also support contact center operations, BPO/vendor management, and other operational initiatives based on business priorities and capacity.Supervisory Responsibilities:None at hire. Provides day-to-day operational direction and oversight to external BPO partners supporting Builder, Dealer, and other Customer Experience operations.Major Job Duties/Responsibilities:Lead the day-to-day B2B Support operation across Builder, Dealer, and Distributor channels, ensuring consistent execution, timely resolution of customer issues, and a high-quality service experience.Develop and continuously improve a unified B2B Support model across Builder, Dealer, and Distributor channels, including common workflows, training, service standards, escalation paths, reporting, and performance expectations.Build and scale Midea’s Builder Support model, developing the processes, SOPs, service standards, escalation paths, reporting, and cross-functional workflows needed to support continued growth in the builder channel.Serve as the primary Service liaison to Builder, Dealer, and Distributor Sales, partnering with Sales to understand customer and project requirements, coordinate service support, resolve escalations, and ensure the service organization is prepared to support growth across these channels.Own escalated and high-visibility Builder and Dealer cases, coordinating across Sales, Customer Experience, Technical Service, Logistics, Field Service, and other teams to drive timely resolution and communicate outcomes to customers, stakeholders, and leadership.Coordinate and continuously improve workflows for project installations, warranty, technical support, service, and other B2B needs, creating clear processes and SOPs for Builder, Dealer, and other key B2B accounts.Partner with IT and other internal teams to develop and maintain the systems, tools, and technical infrastructure needed to support Builder and Dealer operations, identifying gaps and translating business requirements into scalable solutions.Monitor Builder and Dealer service performance, establish and maintain KPI reporting, identify trends requiring action, and partner with forecasting and reporting teams to support accurate volume and resource planning.Present B2B service performance, trends, and improvement recommendations to leadership, and lead continuous improvement initiatives to improve the Builder and Dealer service experience, reduce repeat contacts, and improve operational quality.Support broader Customer Experience operations, including contact center initiatives and BPO/vendor management, based on business priorities and capacity. Responsibilities may include vendor performance management, monthly invoice and headcount validation, operational reporting, service level and quality reviews, corrective actions, and other operational activities.Required Skills/Abilities:Demonstrated experience supporting builder, developer, or new-construction customers, with a strong understanding of the service processes, workflows, and operational requirements needed to support the builder channel.Demonstrated ability to build and implement service operations, including personally developing SOPs, workflows, escalation paths, reporting, and cross-functional processes.Strong analytical skills with contact center KPIs, reporting, and performance managementExperience in contact center or customer service operations, with a working knowledge of service levels, quality, workforce performance, escalations, and operational reporting.Excellent verbal and written communication skills and the ability to influence without direct authorityAbility to work independently, manage multiple priorities, and move between hands-on operational work and broader process improvement initiatives.Advanced attention to detail and data accuracy, including billing and headcount validationStrong proficiency in Excel and operational reporting, with experience using CRM, contact center, customer service, and AI-enabled tools; ability to partner with IT to define business requirements and support system, automation, and process improvements.Education and Experience:Bachelor’s degree in Business Administration, Operations Management, or a related field, or Bachelor’s degree in Business Administration, Operations Management, or a related field, or equivalent education and experienceMinimum of 5 years of experience in customer service, service operations, contact center operations, or a related field.Experience in home appliances, HVAC, building products, or other industries supporting builder, developer, dealer, or distributor channels (preferred).Experience supporting dealer or distributor service operations (preferred).Physical Requirements:Prolonged periods of sitting at a desk and working on a computer.Occasionally lift up to 15 pounds.Travel up to 15%, including vendor sites and builder or dealer customer locations.Compensation and Benefits:The anticipated base salary range for this position is $100,000 to $135,000 per year. The salary offered within this range will depend on job-related factors such as relevant experience, skills, certifications, and internal equity.Midea offers a comprehensive benefits package that includes medical, dental, and vision coverage with multiple plan options; a 401(k) plan; basic life and accidental death and dismemberment (AD&D) insurance; short-term and long-term disability insurance; health savings and flexible spending accounts; an Employee Assistance Program; paid time off and paid holidays; and paid parental leave.Job Description DisclaimerThis job description is intended to describe the general nature and level of work performed by employees in this position. It is not intended to be an exhaustive list of all duties, responsibilities, and qualifications required. Duties, responsibilities, and activities may change at any time, with or without notice.Reasonable AccommodationEmployees must be able to perform the essential functions of the position, with or without reasonable accommodation. The Company will provide reasonable accommodation to qualified individuals with disabilities in accordance with applicable law.Equal Employment OpportunityMidea is an equal opportunity employer. Employment decisions are based on qualifications, merit, business needs, and other job-related factors, without regard to characteristics protected by applicable federal, state, or local law.