User Operations Specialist

About the role

The User Operations Specialist will own the customer experience and user‑operations function for Changan MEA. You will monitor key performance indicators, drive engagement programmes and implement systems that standardise processes and foster continuous improvement.

Key responsibilities

• Monitor and analyse customer experience KPIs such as complaints, NPS and satisfaction scores to spot trends.
• Consolidate complaints from multiple channels, track case handling progress and produce regular operational reports for regional management.
• Coordinate with internal stakeholders to ensure timely resolution of issues and effective corrective actions.
• Develop and manage a brand‑wide user‑engagement framework, aligning activities with brand values and experience objectives.
• Guide dealer‑led engagement initiatives, reviewing plans and promoting relationship‑focused approaches.
• Support OEM‑led events by defining participation standards, identifying target customers and facilitating execution.

Required profile

• Minimum 5 years of experience in customer operations, project management or related fields.
• Proven ability to analyse data, produce reports and drive process improvements.
• Strong stakeholder management and coordination skills.

Required skills

• CRM

What we offer

• Opportunity to work with a leading global automotive manufacturer.
• Dynamic, multicultural environment with exposure to international best practices.