Senior Manager, Service Operations

Yamaha Motor Canada Ltd.; Toronto; On-site; CAD 85,000 - 110,000; Full time

Job summary

A leading recreational products company seeks a Senior Manager, Service Operations in Toronto. This role involves overseeing service operations, managing a team, and ensuring exceptional customer satisfaction. The ideal candidate has 5-10 years of experience in retail service functions and strong leadership skills. The company values inclusivity and innovation, and offers opportunities for professional development.

Benefits

Professional development opportunities

Qualifications

• 5-10 years of experience in retail and OEM service functions.
• Proven record in managing service operations.
• Strong customer-centric approach required.

Responsibilities

• Lead and manage a diverse team of technical support staff.
• Develop and implement the service department’s strategic vision.
• Monitor and control departmental budget.

Skills

Leading service-centric teams

Strategic thinking

Customer retention knowledge

Budget management

Bilingual (English / French)

Education

Degree in Business or related field

Job description

Title : Senior Manager, Service Operations

Status : Full Time

Department : Service Operations

Reports to : Director, Field Operations, Network Development & CX

Yamaha Motor Corporation (“YMC”) is a publicly listed Japanese Corporation in the business of manufacturing and distributing recreational products to dealers and customers around the world. YMC is a Kando creating company; “offering more excitement and a more fulfilling life for people”.

Yamaha Motor Canada Ltd (“YMCA”) is a subsidiary of YMC, responsible for distributing Yamaha Motor products to Canadian dealers and consumers. YMCA’s Vision is to “Create Lifelong Memories by Connecting People through Unique Canadian Outdoor Experiences”. YMCA executes its day-to-day activities in reference to its defined values, “Be Inclusive”, “Think Customer”, “Own it!”, “Innovate Now!”, “Trust & Integrity”, “Be Agile”, and “Drive results”.

The Senior Manager, Service Operations will be responsible for leading and overseeing all aspects of Yamaha Motor Canada Ltd.’s (YMCA) service operations, including dealer technical training, in-field technical support, and the warranty administration / compliance departments.

Plays an integral role in establishing Service as a Strategic Profit Centre, continually improving customer retention / loyalty in service, parts & accessories, and unit sales.

Plays a key role in setting strategic departmental priorities, leading projects & initiatives, ensuring exceptional service quality, providing top-tier customer satisfaction, and enhancing overall operational efficiencies.

This leadership role requires a combination of strong operational expertise, strategic thinking, and team leadership skills. Empower, guide, and support internal / external management and staff towards success.

Key Duties & Responsibilities

Leadership & Team Management

• Lead and manage a diverse team of technical support staff, training professionals, and warranty administrators to foster a culture of high performance, efficiency, and productivity.
• Establish a collaborative and positive working environment, promoting teamwork, personal accountability, and professional development.
• Focus and commitment to departmental succession planning.
• Provide ongoing mentorship, guidance, and regular performance feedback.
• Lead by example to create a culture of excellence and continuous improvement.

Strategic Planning & Execution

Develop and implement the service department’s strategic vision and goals in alignment with YMCA’s mid- and long-term business plans.

Continually identify opportunities for organizational and operational optimization and improvement to enhance service levels : response times, issue resolution, dealer satisfaction, and customer retention.

Set and manage key performance indicators (KPI’s) for all service-related functions and ensure clear and consistent tracking, monitoring, and accountability.

Collaboration & Cross-Functional Support

Work closely with all internal and external stakeholders, including dealers, customer care, dealer support team, and Sales & Marketing product group vertical teams - Motorsports & Marine.

Ensure concise communication and feedback through collaboration within the division and with Dealers through daily and timely interaction with internal and external customers, staff, and executive team.

Co-chair the Fixed Operations Dealer Advisory Committee.

Compliance & Reporting

Maintain, amend and effectively administer policies, including communication with the factories and outside sources.

Strict maintenance of documentation to satisfy internal and external governance.

Meet both local market and Global reporting responsibilities through accurate and timely report generation.

Ensure programs, policies, and products are presented to the dealer body in a unified, clear & professional manner.

Budget Management

Develop, oversee and manage departmental budget, ensuring resources are allocated effectively.

Monitor and control costs within the department while maximizing operational efficiencies.

Education Requirements and / or Experience Requirements

Degree / Diploma : Degree / Diploma

Program of Study : Business, Automotive or related field

Years of Experience : 5-10 years preferred

Type of Experience : Retail and OEM Service functions

Skills & Abilities

Proven record of success leading, building and motivating service-centric teams in Powersports, Automotive or related field

Strategic thinking and problem-solving capabilities

Advanced knowledge and understanding of Customer retention and loyalty practices

Retail service operations and KPI management

Warranty Administration and Regulatory Compliance laws and processes

Advanced knowledge of Dealer Management systems data structures

Strong customer-centric approach

Ability to manage budgets, financials, and resource allocation effectively

Appropriate competence with MS Office suite of products for executive level analysis, report preparation and presentation ability

Bilingual (English / French) would be an asset

Yamaha Motor Canada Ltd. welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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