Aftersales Operation Manager

BYD Europe; Madrid; Presencial; EUR 70.000 - 95.000; Jornada completa

Descripción de la vacante

BYD Europe is seeking an Aftersales Operation Manager to drive profitability and performance of the national aftersales network for BYD Passenger Cars Iberia. You will work with the Aftersales Manager, Area Service Managers, and authorized partners to ensure service quality and business performance across the network.

The role requires leadership of cross-functional teams, strategic initiatives, and a focus on continuous improvement and customer satisfaction.

Formación

• 5+ years of experience in automotive aftersales operations or dealer network management.
• Strong understanding of aftersales processes, workshop operations, profitability drivers, and service KPIs.
• Proven experience in managing and developing dealer/service partner performance.
• Experience leading teams or coordinating cross-functional stakeholders.
• Strong project management skills with structured planning and execution.
• Excellent analytical and problem-solving skills; translate data into improvements.
• Strong communication, negotiation, and stakeholder management.
• Ability to work independently in fast-paced, international environment; manage multiple priorities.
• Customer-oriented mindset focused on quality, efficiency and profitability.
• Willingness to travel nationally and occasionally internationally.
• Fluent in Spanish and English.
• Previous experience in Passenger Cars automotive sector preferred.

Responsabilidades

• Monitor and optimize profitability and operational performance of authorized service partners.
• Analyze dealer KPIs such as NPS/CCR, Turnaround Time, warranty claim rate, service retention, PDI quality, stock accuracy, and compliance.
• Develop and implement performance improvement and incentive programs.
• Ensure compliance with aftersales standards, processes, policies, and contracts.
• Lead, coach, and support Area Service Managers to ensure execution of strategies.
• Set objectives, monitor performance, and follow up on action plans.
• Provide guidance on dealer support, issue resolution, and escalation management.
• Identify operational gaps and lead continuous improvement initiatives across processes, tools, and standards.
• Collaborate with BYD Europe and global teams to implement policies, systems, and processes.
• Drive national aftersales projects from planning through execution and follow-up.
• Coordinate with internal/external partners to ensure timely issue resolution.
• Build strong relationships with the service network and act as interface with BYD.

Conocimientos

Aftersales operations

Team leadership

Project management

Stakeholder management

Analytical skills

Educación

Bachelor's degree in relevant field

Herramientas

CRM systems

Data analysis tools

Descripción del empleo

Who we are

BYD Group is a leading high-tech multinational, based in Shenzhen, China. Operating across four core industries ; IT, automotive, new energy, and rail transit ; As of today, BYD employs nearly one million people worldwide.

At BYD Iberia, we are redefining the future of mobility. As part of the world’s leading New Energy Vehicle company, we are committed to building a sustainable, zero-emission future where technology and nature coexist in harmony.

Your Mission

As an Aftersales Operation Manager, you will be responsible for driving the operational excellence, profitability, and overall performance of the national aftersales network for BYD Passenger Cars Iberia.

You will work closely with the Aftersales Manager, Area Service Managers, authorized service partners, and BYD Iberia to ensure the highest standards of service quality, customer satisfaction, and business performance across the network.

Your mission will be to develop a high-performing and profitable service network, drive continuous improvement, and lead strategic aftersales initiatives that strengthen customer loyalty and support the sustainable growth of BYD in the market.

What You’ll Do

Service Network Performance & Profitability

• Monitor and optimize the profitability and operational performance of authorized service partners, including labor rates, productivity, parts margin, workshop capacity, and efficiency.

• Analyze key dealer KPIs such as NPS/CCR, Turnaround Time (TAT), warranty claim rate, service retention, PDI quality, stock accuracy, and operational compliance.

• Develop and implement performance improvement and incentive programs to drive network profitability and service quality.

• Ensure compliance with BYD aftersales standards, processes, policies, and contractual requirements.

Team Leadership & Area Service Manager Oversight

• Lead, coach, and support Area Service Managers to ensure consistent execution of aftersales strategies, policies, and operational targets.

• Set objectives, monitor performance, and follow up on action plans across the service network.

• Provide guidance to Area Service Managers on dealer support, issue resolution, and escalation management.

Aftersales Operations & Process Management

• Ensure the effective operation of key aftersales activities, including technical support, warranty, parts ordering, customer handling, and service processes.

• Identify operational gaps and lead continuous improvement initiatives across processes, tools, and standards.

• Work closely with BYD Europe and relevant global teams to implement new policies, systems, and processes while ensuring alignment with local market requirements.

• Support the development and implementation of best practices across the network.

Project Management & Strategic Initiatives

• Lead and coordinate national aftersales projects, including service network development, body & paint strategy, training initiatives, CRM improvements, digitalization, and customer experience projects.

• Define project timelines, coordinate stakeholders, monitor progress, and ensure successful implementation.

• Support the Aftersales Manager in strategic planning and cross-functional initiatives.

• Drive projects from planning through to execution, ensuring clear ownership and strong follow-up.

Dealer Support & Issue Resolution

• Support authorized service partners on operational topics, including warranty, technical cases, customer complaints, parts logistics, and system usage.

• Act as an escalation point for complex operational and customer cases.

• Coordinate with internal departments and external partners to ensure timely and effective resolution of issues.

• Build strong relationships with the service network and act as a key interface between BYD and its partners.

What You Bring

• 5+ years of experience in automotive aftersales operations, dealer network management, or a similar role.

• Strong understanding of automotive aftersales processes, workshop operations, profitability drivers, and service KPIs.

• Proven experience in managing and developing dealer/service partner performance, either directly or indirectly.

• Experience leading teams or coordinating cross-functional stakeholders, with the ability to motivate, coach, and drive performance.

• Strong project management skills, with a structured approach to planning, execution, and follow-up.

• Excellent analytical and problem-solving skills, with the ability to translate data into actionable business improvements.

• Strong communication, negotiation, and stakeholder management skills.

• Ability to work independently in a fast-paced, dynamic, and international environment while managing multiple priorities.

• Customer-oriented mindset with a strong focus on quality, efficiency, profitability, and continuous improvement.

• Willingness to travel within the national market and occasionally internationally.

• Fluent in Spanish and English, both written and spoken.

• Previous experience in the Passenger Cars automotive sector is strongly preferred.

Why Join Us

• Be part of a fast-growing, innovative global automotive company.

• Work closely with top leadership, influencing strategic projects and initiatives.

• Collaborate in a dynamic, multicultural environment that values proactivity, creativity, and excellence.

• Opportunity to develop professionally and grow within a leading organization in the electric mobility sector.

Our Purpose is to

build a zero-emission future that reconnects humanity with nature and a World of clean air. We are looking for talent that connects with this mission and want to create positive impact by joining a diverse and dynamic team