Field Ops Manager

Private Advertiser; George Town; On-site; MYR 120,000 - 180,000; Full time

Job summary

Private Advertiser is seeking an Operations Manager to lead Aftersales Field Operations across the service network in Penang and beyond. You will ensure consistent standards, drive service quality, and manage performance across multiple field sites.

You will supervise teams, conduct audits, track KPIs, and collaborate with Retail, Logistics, Finance, and Planning to improve the end-to-end customer experience and network reliability in a fast-paced, multi-site environment.

Qualifications

• Bachelor’s degree in business, operations, automotive or engineering or related field.
• 5–7 years in automotive aftersales, workshop ops or network management.
• 3+ years in a supervisory/managerial role.
• Strong understanding of aftersales operations, workshop management and KPI management.
• Analytical, problem-solving, leadership and stakeholder management skills.

Responsibilities

• Oversee daily aftersales field operations across assigned regions, ensuring service centers operate per standards.
• Monitor network capacity, readiness, workflow and service performance for seamless journey.
• Conduct regular field visits to identify gaps and drive corrective actions.
• Ensure SOPs and service standards are implemented consistently across the network.
• Lead field audits, develop scorecards and action plans to improve consistency.
• Coach and develop operational teams; manage key stakeholders for alignment.
• Collaborate with Retail, Logistics, Procurement, CX, Warranty, Finance and Planning to improve end-to-end service.

Skills

Field operations

KPI management

Process improvement

Leadership & communication

Education

Bachelor’s Degree in Business, Operations Management, Automotive, Engineering, or a related field

Job description

You will lead and manage Aftersales Field Operations across the service network, ensuring consistent operational standards, service quality, customer experience, and performance across all service centers. This role focuses on field execution, network performance, operational governance, process improvement, and stakeholder management to drive a reliable and scalable service experience.

Key Responsibilities

Field Operations & Network Management

• Oversee daily aftersales field operations across assigned regions, ensuring service centers operate according to company standards.
• Monitor network capacity, operational readiness, workflow, and service performance to ensure a seamless customer journey.
• Conduct regular field visits to identify operational gaps, address issues, and drive corrective actions.
• Ensure consistent implementation of standard operating procedures (SOPs), processes, service standards, and operational requirements across the network.

Performance Management & Operational Excellence

• Track and drive key operational KPIs including service turnaround time (TAT), productivity, workshop capacity, Extended Warranty Program (EWP) performance, customer experience, and service quality.
• Identify performance gaps and collaborate with operational teams to establish and execute improvement plans.
• Analyze operational data and trends to identify root causes, risks, and opportunities for improvement.
• Drive continuous improvement initiatives to enhance efficiency, service quality, and overall network performance.

Audit, Compliance & Quality

• Lead field operational audits and ensure service centers maintain required operational, safety, cleanliness, and service standards.
• Develop and implement audit frameworks, scorecards, and action plans to improve operational consistency.
• Follow up on audit findings and ensure corrective actions are completed within the agreed timeline.
• Identify recurring operational issues and implement preventive measures across the network.

People & Partner Management

• Lead, coach, and develop operational teams to achieve performance and service objectives.
• Manage key stakeholders to ensure alignment with aftersales standards and expectations.
• Build a culture of accountability, ownership, customer-centricity, and continuous improvement.
• Support capability-building initiatives through coaching, training, and sharing of best practices.

Cross-Functional Collaboration

• Work closely with internal stakeholders—including Retail/B2C, Logistics, Procurement, Customer Experience, Warranty/EWP, Finance, and Planning teams to resolve operational issues and enhance the end-to-end customer journey.
• Coordinate cross-functional initiatives to improve service delivery, network coverage, and operational readiness.
• Communicate operational performance, key risks, and improvement plans to management and relevant stakeholders.

Reporting & Operational Insights

• Prepare and present regular operational performance reports covering network performance, TAT, productivity, capacity, quality, customer experience, and key operational issues.
• Translate operational data into actionable insights and recommendations for management.

Qualifications & Requirements

• Education: Bachelor’s Degree in Business, Operations Management, Automotive, Engineering, or a related field.
• Experience: 5–7 years of experience in automotive aftersales, workshop operations, field operations, service operations, or network management, with at least 3 years in a supervisory/managerial role.
• Domain Knowledge: Strong understanding of automotive aftersales operations, workshop management, service processes, and network performance management.
• Core Competencies: Proven experience in field operations, operational audits, KPI management, and process improvement.
• Analytical Skills: Strong analytical and problem-solving skills with the ability to identify root causes and drive practical solutions.
• Leadership & Communication: Excellent communication, stakeholder management, leadership, and influencing skills.
• Adaptability: Comfortable working in a fast-paced, multi-site environment with frequent field engagement.
• Mindset: Customer-centric mindset with strong ownership and execution capability.

What can I earn as an Operations Manager