Senior Regional Aftersales Excellence Lead

Changan Automobile; Sydney; On-site; AUD 120,000 - 180,000; Full time

Job summary

Changan Automobile in Australia seeks a senior aftersales operations professional to lead service provider performance and customer experience across authorised service networks. You will drive standards, monitor KPIs, and oversee issue resolution to sustain high-quality aftersales service.

The role emphasizes cross-functional collaboration, data-driven improvements, and robust stakeholder management to ensure timely repairs, satisfaction, and compliance with OEM procedures.

Qualifications

• Minimum 5 years of relevant professional experience, including automotive aftersales or dealer operations.
• Strong data analysis and reporting skills with evidence-based decision making.
• Experience in service provider or dealer operations and performance management.
• Excellent written and verbal English communication skills.

Responsibilities

• Manage day-to-day communication and follow-up with authorised service providers and dealers.
• Monitor KPIs and regional operational performance for aftersales.
• Track customer satisfaction, repair turnaround time, First Time Fix, warranty and parts issues.
• Identify operational and service quality risks and implement corrective actions.
• Drive compliance with OEM aftersales standards, SOPs and customer experience requirements.
• Lead regular field reviews and stakeholder coordination to resolve issues.

Skills

Service Provider Management

Service Standards

Customer Experience

Problem Solving

Process Improvement

Data Analysis

Stakeholder Management

Ownership & Execution

Job description

Changan Automobile in Australia seeks a senior aftersales operations professional to lead service provider performance and customer experience across authorised service networks. You will drive standards, monitor KPIs, and oversee issue resolution to sustain high-quality aftersales service.

The role emphasizes cross-functional collaboration, data-driven improvements, and robust stakeholder management to ensure timely repairs, satisfaction, and compliance with OEM procedures.