PL - Aftersales Operational Manager
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职位描述
About BYD:
Our Purpose is to
build a zero-emission future that reconnects humanity with nature.
We are looking for talent that connects with this mission and want to create positive impact by joining a diverse and dynamic team.
BYD is a leading, high-tech multinational, based in Shenzhen, China. Operates in four core fields of IT, automotive, new energy, and rail transit and employs over 300,000 people worldwide. As a global pioneer in New Energy Solutions BYD is dedicated to building a zero-emission ecosystem.
Role Purpose:
Ensure operational excellence, profitability, and performance across the national authorized service network. Drive aftersales projects and continuous improvement initiatives, support the Aftersales Director, and lead Area Service Managers to deliver a high-quality customer experience and strong business results.
Key Responsibilities:
Service Network Performance & Profitability
Monitor and optimize the operational performance and profitability of authorized service partners.
Analyze dealer KPIs, identify performance gaps, and drive corrective actions.
Monitor and report Aftersales NPS performance, identify key drivers and areas for improvement, and implement corrective and improvement actions across the service network.
Ensure dealer compliance with BYD service standards, operating processes, and contractual requirements.
Team Leadership & Area Service Manager Oversight
Lead, coach, and support Area Service Managers to ensure consistent execution of service policies and achievement of operational targets.
Set objectives for Area Service Managers, monitor their performance, and ensure effective execution and follow-up of action plans.
Provide guidance to Area Service Managers on dealer support, issue resolution, and escalation management.
Aftersales Operations & Process Management
Ensure effective day-to-day aftersales operations across technical support, warranty, spare parts, customer handling, and service processes.
Identify operational gaps and drive continuous improvement of aftersales procedures, tools, and standards.
Coordinate with BYD Europe and BYD Headquarters to implement new policies, processes, and initiatives while ensuring alignment with local market requirements.
Project Management & Strategic Initiatives
Lead national aftersales projects and operational improvement initiatives from planning through implementation.
Define project timelines, coordinate stakeholders, monitor progress and performance, and ensure successful implementation.
Support the Aftersales Director in strategic planning, development of the aftersales organization, and cross-functional projects.
Dealer Support & Issue Resolution
Support authorized service partners in key operational areas, including warranty, technical cases, customer complaints, spare parts logistics, and system usage.
Act as an escalation point for complex operational and dealer cases.
Coordinate relevant internal teams and stakeholders to ensure timely and effective resolution of escalated issues.
Skills, Qualifications, and Experience Required:
5+ years’ experience in automotive aftersales operations or network management.
Strong understanding of NPS, workshop KPIs, and automotive processes.
Proven ability to manage teams (direct or indirect) and drive operational performance.
Project management capability with structured execution and strong follow-up.
Excellent communication, analytical skills, and stakeholder management.
Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
Fluent in Polish and English.
公司 · Company
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