Service Strategy and Operation Manager, CHVAC North Asia

About the role

The Service Strategy and Operations Manager, CHVAC North Asia, is accountable for advancing the service business growth agenda by translating regional strategies into actionable operational plans, effective governance, and robust performance management frameworks. Serving as a crucial link between strategic intent and execution, this role collaborates closely with Service, Sales, Operations, Digital, Finance, and Regional teams to strengthen lifecycle service capabilities, profitability, and scalability across North Asia.

Additionally, this position plays an integral part in steering service business transformation and promoting operational discipline within CHVAC SVC China. Key responsibilities include executing MAU Transformation initiatives, managing service pipelines, and driving improvements in the operational efficiency of business strategies. The incumbent will act as a primary liaison between SVC teams in China and both AME and Global Service organizations, ensuring that strategic initiatives are clearly defined, diligently monitored, and accurately reported. Through supporting teams in achieving ambitious transformation targets, optimizing service processes, and cultivating a culture of continuous improvement.

This position underpins the North Asia region’s ambition to transition towards vertical-focused, lifecycle-based service solutions, consistent with overarching regional strategic objectives and deployment priorities.

Key Responsibilities:

• Service Strategy & Business Planning:

• Contribute to the development and implementation of the North Asia Service strategy, ensuring alignment with CHVAC and broader regional business objectives.

• Translate strategic priorities—including lifecycle solutions, vertical focus, and digital service—into actionable operating plans, initiatives, and KPIs.

• Perform comprehensive business performance analyses (revenue, margin, productivity, mix) to identify areas for growth and enhancement.

• Lead or assist in delivering strategic service projects, such as lifecycle solution pilots, vertical service development, and digital service roadmap execution.

• Develop executive-level presentations, business cases, and updates for North Asia leadership forums.

• Operational Excellence & Governance:

• Facilitate a robust service operating rhythm by managing business reviews, KPI dashboards, action tracking, and performance cadence.

• Coordinate and oversee multiple service pipeline channels, maintaining transparency and consistency. Support process enhancement initiatives and promote behavioral change within sales and service teams to improve pipeline quality and efficiency.

• Standardize and streamline service processes regionally, support organizational effectiveness programs, clarifying roles, refining operating models, and promoting cross-regional consistency.

• Facilitate structured problem-solving and the execution of follow-up actions through A3-based analysis and tracking to diagnose operational challenges and identify improvement opportunities throughout service business operations.

• MAU Transformation Execution & Governance:

• Direct and coordinate MAU Transformation projects at both Region and Branch levels, particularly in pilot cities, acting as the main interface with SVC China & HMT management team and the MAU Global Team, and supporting bi-weekly MAU review meetings.

• Break down global MAU requirements into practical regional actions, ensuring clear ownership, monitoring progress, and following up as needed.

• Track and report on MAU progress, execution gaps, and critical issues to SVC China & HMT management team, the MAU Global Team, and AME Service management.

• Design and maintain interactive dashboards to KPIs. Analyze datasets to identify trends, patterns and anomalies. Collaborate with business teams and key stakeholders to present actionable reports, drive business decisions and improve performance.

• Cross-Functional & Regional Collaboration:

• Serve as a primary liaison between HQ functions and regional service teams.

• Act as a coordination hub between regional teams and China HQ on transformation and operational matters.

• Fulfill any additional tasks as assigned by the manager.

Key Interfaces

• North Asia/China/HMT/Region Service & Aftermarket leadership

• AME Service Heads and Operations teams

• Sales, Finance, Digital, Engineering, HR (HQ & Region)

• Strategy / PMO communities within North Asia

Qualifications & Experience

• Bachelor’s degree or above, preferably in engineering, business, operations, or related disciplines

• 6–10 years of experience in strategy, operations, business planning, business transformation or service-related roles, preferably in B2B, industrial, or HVAC-related industries, operational excellence preferred

• Strong analytical and problem-solving capability, with structured thinking (e.g. 6 sigma, lean)

• Good communication and coordination skills across functions and regions

• Proven ability to work in complex, matrix organizations and influence without direct authority.

• Experience supporting or driving transformation / change initiatives is a strong plus.

• Ability to work with regional and global stakeholders

• Proficiency in English as a working language

Key Competencies

• Strategic thinking with strong execution mindset

• Data-driven analysis and structured problem solving

• Stakeholder management and cross-cultural collaboration

• Clear communication in English and Chinese (business-level)

• High learning agility and ownership mindset

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.