Sr. Manager, Service Operational Excellence

We are seeking a Sr. Manager, Service Operational Excellence to support the growth and operational performance of our service network. This role will travel extensively to service centers, evaluating operational execution, compliance with existing tools and processes, and identifying opportunities to improve service quality, efficiency, and consistency. 

 This individual will serve as a trusted operational advisor to local teams and a strategic voice to headquarters, working cross functionally with IT, Sales, Marketing, Retail Development, and partner with outside vendors ensuring field needs are translated into scalable process improvements. 

 Our ideal candidate has worked with global teams on fast-paced projects and possesses impeccable communication skills. We’re seeking a detail-oriented professional who exhibits a can-do attitude and approaches their work with vigor and determination. Candidates will be expected to possess exceptional learning agility and leverage their expertise to thrive in an ambiguous fast-paced environment. This role will be based in the US at our Newark, CA Headquarters. 

 The Role 

• Lead operational excellence reviews by conducting audits and performance assessments at service centers to evaluate execution, KPI attainment, and adherence to standardized tools and processes. 

• Partner with field and regional leadership to implement targeted improvement plans, drive accountability, and sustain operational maturity across the network. 

• Identify and close gaps in SOP documentation, clarity, or adoption, providing actionable feedback to corporate teams and co-developing missing procedures when necessary. 

• Act as a coach and consultant to service-center and regional teams, promoting best practices in workflow, quality, and customer handling. 

• Track tool and process adoption, identifying barriers to usage and partnering cross-functionally with IT, Training, and Product to resolve friction points. 

• Leverage CRM insights and behavioral data to shape retention strategies, lifecycle marketing campaigns, and personalized service-reminder or loyalty communications. 

• Collaborate with Marketing, Sales, IT, Retail Development, Data Science, and Service Operations to align field activities with customer-engagement programs that drive repeat service visits, recall completions, and long-term loyalty. 

• Translate field and customer insights into actionable improvements that inform product development, service programs, and training design. 

• Define KPI’s, develop dashboards and executive reporting and presentations that highlight service performance, campaign results, and customer-experience trends on a weekly, monthly, and quarterly basis.   

• Champion customer-centric operational behaviors that reinforce quality, empathy, and consistency at every service touchpoint. 

 Qualifications 

• 12+ years of experience in automotive service operations, aftersales program management, or customer-experience leadership, ideally within a luxury or EV brand. 

• Advanced MS Office fluency specifically in Excel and PowerPoint 

• Demonstrated success influencing without direct authority across multi-site or matrixed organizations. 

• Deep understanding of service-center KPIs, process design, and digital-tool integration. 

• Hands-on experience with CRM systems (Salesforce or equivalent) and leveraging data for customer-retention or lifecycle-marketing initiatives. 

• Proven ability to conduct operational audits, identify compliance and performance gaps, and build scalable SOP frameworks. 

• Strong analytical and storytelling abilities; proficiency in Tableau, SQL, or equivalent tools preferred. 

• Excellent interpersonal, coaching, and executive-presentation skills. 

• Passion for luxury EV ownership, service innovation, and sustainable mobility. 

• Willingness to travel as needed to Service locations in North America  

 Preferred Qualifications 

• Experience in the EV or luxury automotive sector. 

• Knowledge of mobile service models, remote diagnostics, and DTC ecosystems. 

• Bachelor's degree in Business, Operations, or Automotive Technology (MBA a plus). 

• Lean Six Sigma, operational excellence, or SOP development experience preferred.