EV Aftersales Operations Lead

BYD Europe; Madrid; On-site; EUR 70,000 - 95,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Aftersales operations

Team leadership

Project management

Stakeholder management

Analytical skills

Education

Bachelor's degree in relevant field

Tools

CRM systems

Data analysis tools

Job description

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.