After Sales Operation Manager (Xpeng)

Job Description:

• Manage and support authorized service centers and dealer service operations nationwide.
• Ensure service partners comply with company standards, policies, and customer care guidelines.
• Evaluate and improve service performance (turnaround time, service quality, first-time fix rate).
• Develop and implement programs to enhance customer service experience.
• Monitor customer feedback, complaints, and warranty claims to identify opportunities for service improvement.
• Drive customer retention through proactive service campaigns and EV-specific maintenance programs.
• Oversee warranty claim processes, approvals, and reporting.
• Provide technical support and troubleshooting guidance for complex EV-related issues.
• Ensure timely communication of technical bulletins, updates, and recall activities.
• Develop service policies, SOPs, and standards aligned with global EV brand requirements.
• Implement digital tools, diagnostic systems, and EV service infrastructure improvements.
• Monitor KPIs such as service revenue, parts usage, customer satisfaction index (CSI), and dealer performance.
• Lead, mentor, and develop the national service operations team.
• Organize training for dealer technicians and service advisors, especially in EV-specific systems.
• Build a culture of continuous improvement and service excellence.

Requirement:

• Minimum 7 years of experience in automotive aftersales/service operations, with at least 3 years in a managerial role.
• Experience in managing dealer/service networks across multiple regions.
• Exposure to EV vehicles