Manager, B2B Service Operations

Company Overview

Midea 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 day-to-day operations for Midea's multi-site customer contact center network and serves as the primary operational support for builder, dealer, and other B2B customer programs. This position holds offshore business process outsourcing (BPO) partners accountable for a consistent, high-quality customer experience, owns high-visibility escalations, and builds the processes and reporting needed to scale B2B support as Midea expands its builder and dealer business.

Supervisory Responsibilities:

• None at hire. Directs the work of multiple external BPO vendor partners.

Major Job Duties/Responsibilities:

• Oversee the day-to-day performance of all contact center BPO partners, monitoring service levels, quality scores, average handle time, schedule adherence, and staffing.
• Lead weekly operating reviews with each vendor, track corrective actions to closure, and ensure vendors follow Midea processes, escalation paths, and training standards.
• Validate vendor invoices, agent headcount, and volume-based billing, and identify cost optimization opportunities.
• Own escalated and high-visibility builder and dealer cases; coordinate cross-functional investigation and timely resolution, and communicate outcomes to stakeholders and leadership.
• Partner with Sales and After-Sales leadership to design and build a scalable Builder Support team and service model.
• Coordinate workflows for project installations, warranty, technical support, and high-priority project escalations, and create SOPs for large builder and developer accounts.
• Serve as the operational liaison among Customer Experience, Technical Service, Logistics, Sales, and Field Service teams.
• Support the Online Support Manager on overflow or systemic chat, email, and social media issues, and work with the Content & Training Manager to keep training and knowledge base content current.
• Monitor KPI dashboards, identify trends that require action, and partner with forecasting and reporting teams on accurate volume planning.
• Present performance results and improvement recommendations to senior leadership, and lead continuous improvement to reduce repeat contacts and improve quality.

Required Skills/Abilities:

• Proven ability to manage BPO or offshore vendor partners to performance targets
• Strong analytical skills with contact center KPIs, reporting, and performance management
• Experience resolving complex escalations with B2B, builder, or dealer customers
• Excellent verbal and written communication skills and the ability to influence without direct authority
• Strong organizational and time-management skills, with the ability to manage multiple priorities
• Advanced attention to detail and data accuracy, including billing and headcount validation
• Proficiency in Microsoft Office applications, especially Excel, and familiarity with CRM and contact center platforms

Education and Experience:

• Bachelor's degree in Business Administration, Operations Management, or a related field, or equivalent education and experience
• Minimum of 5 years of experience in contact center operations, customer experience, or vendor management
• Experience in home appliances, consumer electronics, or retail (preferred)
• Familiarity with builder and dealer distribution channels (preferred)
• Project management or process improvement certification, such as PMP, Lean, or Six Sigma (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 Disclaimer

This 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 Accommodation

Employees 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 Opportunity

Midea 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.