Head of Service Operations

As a Service Head at Ola Electrics, your primary role is to lead the national service and after-sales operations, ensuring service excellence, customer satisfaction, and operational efficiency for the growing EV portfolio. Your responsibilities include: - **Service Strategy and Network Management**: - Develop and execute a comprehensive service strategy aligned with business growth and customer experience goals. - Plan and expand the national service network, optimizing service infrastructure and geographic coverage. - **Customer Experience and Quality Assurance**: - Establish and track key service KPIs such as turnaround time, first-time fix rate, and Net Promoter Score. - Build robust systems for customer feedback management and issue resolution, ensuring adherence to quality and safety standards. - **After-Sales Operations and Process Excellence**: - Design and implement standardized operating procedures for service centers and mobile service operations. - Drive continuous improvement programs to enhance efficiency and reduce downtime. - **Spare Parts and Warranty Management**: - Oversee spare parts supply chain, define warranty policies, and collaborate with product and engineering teams for root-cause analysis. - **Team Leadership and Capability Building**: - Lead and mentor regional service managers and build strong training programs for service technicians. - Foster a culture of customer obsession, accountability, and operational excellence. - **Cross-Functional Collaboration**: - Partner with Product, Quality, and Engineering teams to provide feedback on field performance. - Collaborate with Sales, Marketing, and Customer Support for seamless customer journeys. **Qualifications Required**: - Education: Bachelors degree in Engineering (Mechanical, Electrical, or Automobile); MBA preferred. - Experience: 15+ years in automotive or EV service operations, with at least 5 years in a national or regional leadership role. - Domain Knowledge: Deep understanding of EV systems, diagnostics, and customer lifecycle management. - Technical Skills: Exposure to service management systems, CRM tools, and digital platforms. - Leadership: Proven experience in managing distributed teams and dealer networks. - Analytical Skills: Strong data-driven mindset with the ability to interpret service metrics. In addition, you have the opportunity to progress to Chief Operating Officer (COO) or Head of Customer Experience roles based on your performance, leadership impact, and organizational needs.,