Automotive Customer Experience Manager

Spinny; Gurugram District; Sur place; INR 900 000 - 1 500 000; Plein temps

Résumé du poste

Spinny in India seeks a knowledgeable professional to lead warranty operations and escalate complex cases. You will coordinate with workshops and OEMs, drive TAT, quality, and CX, and manage a team through Team Leaders to ensure high service standards.

The role requires hands-on automotive knowledge, strong problem-solving, and customer-facing experience, with a focus on process improvements and ownership of outcomes. A diploma or similar automotive engineering background is preferred.

Qualifications

• 2-3+ years of relevant experience in automotive service, warranty operations or workshop operations.
• Strong practical knowledge of cars, vehicle systems, diagnosis and repairs.
• Experience in customer-facing automotive environments with exposures to escalations and complex cases.

Responsabilités

• Lead day-to-day warranty operations from diagnosis to closure.
• Coordinate with workshops, OEMs, technicians and internal teams to ensure timely resolutions.
• Manage escalations and communicate timelines and warranty coverage to customers.
• Oversee a team of ~30 members via 2 Team Leaders and coach on technical and customer-handling skills.
• Identify recurring warranty issues and drive process improvements and SOP updates.

Connaissances

Automotive service

Warranty operations

Team leadership

Customer handling

Diagnosis & repair knowledge

Problem solving

Communication

Ownership

Formation

Diploma in Automotive engineering

Description du poste

Role & responsibilities

1. Warranty & Automotive Operations

• Lead day-to-day warranty operations and handle complex cases from diagnosis to closure.


• Evaluate technical diagnosis, repair quality, TAT and customer impact.


• Review and validate repair recommendations.


• Coordinate with workshops, OEMs, technicians and internal teams.


• Identify cases requiring specialist/OEM intervention.


• Drive TAT, quality, productivity and CSAT.

2. Customer & Escalation Management

• Act as the escalation point for complex warranty cases.


• Communicate technical issues, repair timelines and warranty coverage to customers.


• Manage customer expectations while balancing technical and operational realities.


• Own cases until final resolution.

3. People Management

• Manage a team of ~30 members through 2 Team Leaders.


• Coach Team Leaders and team members on technical knowledge, customer handling and performance.


• Drive accountability for TAT, quality, productivity and CX.


• Build technical capability through case reviews and knowledge sharing.

4. Process & Quality Improvement

• Identify recurring warranty issues and technical/process gaps.


• Improve warranty SOPs and resolution journeys.


• Conduct case audits and implement corrective actions.

Preferred candidate profile

• 2-3+ years of relevant experience in automotive service, warranty operations, workshop operations, or a similar role.


• Strong practical knowledge of cars, vehicle systems, diagnosis, and repairs.


• Experience in a customer-facing automotive environment with exposure to escalations and complex cases.


• Experience managing teams, preferably through Team Leaders or supervisors.


• Strong problem-solving, communication, ownership, and customer-handling skills.


• Mechanical / Automobile Engineering or Diploma preferred.


• Experience with an OEM, authorised service centre, or multi-brand workshop preferred.