Aftersales Operation Manager

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• Lead the planning, implementation, and governance of global aftersales service operations, including MBS (Mobile Service), MBC (Mobile Body & Paint), Valet Service, and other strategic service initiatives across all markets.
  

• Develop partnership strategies; identify, evaluate, and negotiate with service providers to establish collaborations for EV charging services in North America and Europe.
  

• Oversee the formulation and execution of defect rectification programs and recall campaigns, ensuring alignment with global standards and timely resolution across markets.
  

• Provide strategic direction and cross-functional coordination to enhance service performance, efficiency, and customer satisfaction.
  

Customer Experience & Complaints Management

• Direct the end-to-end management of aftersales-related customer complaints, ensuring effective delegation, timely follow-up, and final closure at a high standard of quality.
  

• Lead the resolution of complex or critical aftersales issues that exceed the capabilities of the Customer Call Center, ensuring proper root-cause analysis and long-term corrective actions.
  

• Review and approve goodwill/support proposals submitted by regional market teams, guaranteeing consistency, fairness, and optimization of customer-experience outcomes.
  

• Drive collaboration with the Customer Call Center and other internal stakeholders to design and implement customer experience enhancement programs, service innovation initiatives, and continuous improvement projects.
  

Requirements

• Bachelor’s degree in Business Administration, Engineering, Automotive Technology, or related field (Master’s degree is a plus).
  

• 8+ years of experience, including at least 5 years in a managerial or leadership role within aftersales, or automotive service operations.
  

• Proven ability to lead cross-functional teams and manage multi-market or global service activities.
  

• Strong strategic thinking, problem-solving, and stakeholder management abilities.
  

• Excellent communication and negotiation skills; English proficiency is required.