Seagate is looking for a Data Recovery Operations Manager to provide operational leadership and people management for the Hangzhou Data Recovery Services (DRS) lab. This role is part of the Customer Support division within our Global Quality organization and ensures smooth, compliant operations for our mainland China customers.

What You'll Do

Oversee daily operations of the Hangzhou DRS lab, ensuring alignment with global processes and China-specific requirements.
Maintain operational readiness including staffing, scheduling, equipment, tools, inventory, and workflow.
Ensure productivity, workload balance, SLA performance, and documentation accuracy.
Perform daily case assignments to lab engineers and third-party data recovery partners.
Conduct routine audits on process compliance, quality, and data security controls.
Collaborate with global labs (OKC, AMS) for alignment on processes, training, and best practices.
Manage third-party data recovery partners to ensure they adhere to Seagate processes, contractual requirements, and data security policies.
Serve as the Point of Contact for all case exceptions and operational escalations.
Lead continuous improvement initiatives in safety, efficiency, communication, and service quality.
Provide strong leadership and coaching to guide technicians and support staff to improve skills, performance, and professionalism.
Build a collaborative, accountable, high-trust culture.
Conduct performance management, feedback, development planning, and team engagement.
Work with global lab managers and Senior Engineers to enhance employee knowledge and broaden cross-site capability.
Champion structured training programs and support onboarding for new hires.
Proactively identify and resolve operational issues using strong problem-solving skills.
Escalate technical matters appropriately to Senior Engineers or global subject matter experts.
Ensure escalations are managed promptly, transparently, and with thorough follow-through.

What We're Looking For

Bachelor’s degree in computer science, IT, engineering, or equivalent practical experience.
Strong leadership and people management skills; proven ability to coach, mentor, and develop a team.
Experience managing operations in a technical, lab, service, or workflow-driven environment.
Knowledge of HDD/SSD fundamentals and storage interface protocols (SATA, SAS, NVMe, USB, Thunderbolt).
Strong problem-solving abilities, sound judgment, and ability to make resourceful decisions.
Ability to collaborate with teams in the U.S. and EMEA during off business hours.
Proficiency in English and Mandarin is required.

Nice to Have

Experience in data recovery operations (hardware, firmware, or file system exposure beneficial).
Experience with operational planning, capacity forecasting, and workflow optimization.
Experience developing technicians, managing training programs, or supporting knowledge development.
Experience in customer-facing or service-oriented environments.

Team & Environment

Part of Seagate’s Customer Support division, within the Global Quality organization. The Hangzhou DRS lab works closely with global DRS labs (OKC, AMS, HZ).