PL - Aftersales Operational Manager

BYD Europe; Warszawa; On-site; PLN 180,000 - 260,000; Full time

Job summary

BYD Europe is seeking an experienced Aftersales leader to ensure national service network excellence and profitability. You will drive customer experience improvements, lead Area Service Managers, and coordinate cross-functional projects across BYD Europe and Headquarters.

The role emphasizes strong leadership, KPI-driven execution, and the ability to manage multiple priorities in a fast-paced environment. Fluency in Polish and English is required for collaboration with local partners and EU

Qualifications

• 5+ years in automotive aftersales operations or network management.
• Strong understanding of NPS, workshop KPIs, and automotive processes.
• Proven ability to lead teams and drive performance.
• Project management with structured execution and follow-up.
• Excellent communication and stakeholder management.
• Fluent in Polish and English.

Responsibilities

• Oversee service network performance and profitability and drive improvements.
• Lead Area Service Managers, set objectives, monitor results, and supervise actions.
• Coordinate day-to-day aftersales operations including support, warranty, and parts.
• Manage strategic aftersales projects from planning through execution.
• Assist dealer partners on escalation, issues, and cross-functional coordination.

Skills

Aftersales Operations

NPS & KPIs

Team Leadership

Project Management

Communication Skills

Polish & English

Job description

About BYD:

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

BYD is a leading, high-tech multinational, based in Shenzhen, China. Operates in four core fields of IT, automotive, new energy, and rail transit and employs over 300,000 people worldwide. As a global pioneer in New Energy Solutions BYD is dedicated to building a zero-emission ecosystem.

Role Purpose:

Ensure operational excellence, profitability, and performance across the national authorized service network. Drive aftersales projects and continuous improvement initiatives, support the Aftersales Director, and lead Area Service Managers to deliver a high-quality customer experience and strong business results.

Key Responsibilities:

• Service Network Performance & Profitability

  • Monitor and optimize the operational performance and profitability of authorized service partners.

  • Analyze dealer KPIs, identify performance gaps, and drive corrective actions.

  • Monitor and report Aftersales NPS performance, identify key drivers and areas for improvement, and implement corrective and improvement actions across the service network.

  • Ensure dealer compliance with BYD service standards, operating processes, and contractual requirements.

• Team Leadership & Area Service Manager Oversight

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

  • Set objectives for Area Service Managers, monitor their performance, and ensure effective execution and follow-up of action plans.

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

• Aftersales Operations & Process Management

  • Ensure effective day-to-day aftersales operations across technical support, warranty, spare parts, customer handling, and service processes.

  • Identify operational gaps and drive continuous improvement of aftersales procedures, tools, and standards.

  • Coordinate with BYD Europe and BYD Headquarters to implement new policies, processes, and initiatives while ensuring alignment with local market requirements.

• Project Management & Strategic Initiatives

  • Lead national aftersales projects and operational improvement initiatives from planning through implementation.

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

  • Support the Aftersales Director in strategic planning, development of the aftersales organization, and cross-functional projects.

• Dealer Support & Issue Resolution

  • Support authorized service partners in key operational areas, including warranty, technical cases, customer complaints, spare parts logistics, and system usage.

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

  • Coordinate relevant internal teams and stakeholders to ensure timely and effective resolution of escalated issues.

Skills, Qualifications, and Experience Required:

• 5+ years’ experience in automotive aftersales operations or network management.

• Strong understanding of NPS, workshop KPIs, and automotive processes.

• Proven ability to manage teams (direct or indirect) and drive operational performance.

• Project management capability with structured execution and strong follow-up.

• Excellent communication, analytical skills, and stakeholder management.

• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

• Fluent in Polish and English.