Service Operations Manager

Description

• Work Arrangement: This role is categorized as onsite. this means the successful candidate to report to the GM office full time.

The Role:

• The Service Operations Manager leads after-sales service operations across the dealer network, ensuring strong customer satisfaction, workshop productivity, technical capability, brand quality, warranty performance, and service profitability. The role leads and coordinates the service manager team, including dealer business management, Field Service, Technical Assistance Center, Brand Quality, Warranty, and Contact Center activities.

• The Service Operations Manager translates business and customer priorities into dealer strategies, operating standards, performance plans, and measurable improvement actions. The role provides leadership and direction to service managers and dealer teams, ensures effective escalation of technical and customer concerns, drives compliance with GM policies and applicable regulations, and connects dealer feedback with engineering, manufacturing, quality, sales, warranty, customer care, and regional or global functions.

What You'll Do

• Lead the overall service operations strategy for the dealer network and align dealer execution with business, customer, quality, and brand objectives.

• Lead and coordinate the service manager team, ensuring effective collaboration across dealer business management, Field Service, Technical Assistance Center, Brand Quality, Warranty, and Contact Center functions.

• Manage service operations for a network of 34 service outlets, driving consistent standards, performance improvement, and customer-focused execution.

• Establish, monitor, and report dealer performance scorecards covering customer satisfaction, first-time repair, workshop productivity, team efficiency, warranty performance, technical case aging, recall completion, and service retention.

• Drive customer satisfaction and service-lane improvements through dealer action plans, performance reviews, customer feedback analysis, and operational follow-up.

• Support achievement of strong service-performance results, including 90% customer satisfaction and 92% first-time repair completion performance.

• Use the voice of the customer to identify recurring concerns and communicate actionable priorities to the relevant internal and external functions.

• Develop and implement strategies that improve service-lane experience, workshop efficiency, customer loyalty, retention, and dealer profitability.

• Monitor dealer business performance and identify opportunities to improve labor utilization, workshop capacity, service absorption, customer-pay performance, and operational efficiency.

• Ensure that Field Service and Technical Assistance Center teams provide timely, consistent, and effective technical support for complex customer and vehicle concerns.

• Oversee technical case management and escalation performance, including an average volume of approximately 300 technical tickets per month.

• Ensure that technical investigations, field quality issues, and customer-impacting concerns are progressed through containment, root-cause analysis, corrective action, validation, and closure.

• Drive dealer compliance with GM Technical Assistance Center processes, warranty policies, service procedures, after-sales standards, and applicable operating requirements.

• Conduct and review monthly warranty performance evaluations and quarterly operations and warranty audits across the dealer network.

• Reduce warranty waste and control warranty expense by identifying negative trends, wasteful practices, process gaps, and opportunities for improved claim quality, contributing to a 20% year-over-year reduction in warranty waste.

• Ensure effective implementation and completion of field actions, service programs, and safety recalls, with particular focus on dealer process discipline and customer communication.

• Ensure service outlets maintain trained and certified personnel capable of delivering quality repairs and meeting minimum technical and service standards.

• Evaluate dealer capability, identify training needs, and implement plans for technicians, engineers, service advisors, warranty personnel, and service management.

• Coach and develop service managers and dealer leadership in performance management, customer handling, technical escalation, quality improvement, warranty governance, and operational excellence.

• Manage escalated and high-profile customer complaints, ensuring timely investigation, appropriate customer support, action-plan execution, and prevention of recurrence.

• Drive rapid complaint resolution, including achievement of a two-day closure rate for customer complaints where applicable.

• Act as a senior after-sales representative in interactions with the Consumer Protection Agency, ministries, and other external authorities on product and customer matters.

• Coordinate with sales and marketing teams to develop service packages, promotions, customer-loyalty programs, and initiatives that increase service retention and profitability.

• Participate in the development and launch of new models, products, technologies, service programs, and customer-support initiatives.

• Lead dealer readiness for new technologies and electric vehicles, including Cadillac EV readiness, technical support, validation, software and hardware modifications, and Customer Technical Field activities.

• Oversee after-sales EV launch activities, including dealer readiness, technical support, training, field events, and operational planning.

• Direct the service-operation support for a fleet of 150 Cadillac and Chevrolet EVs during the COP27 e-mobility partnership, including 24/7 technical assistance, driver training, and daily operations.

• Ensure effective coordination with manufacturing, engineering, supplier quality, warranty, product development, customer care, and regional or global teams on quality and service issues.

• Lead or sponsor product-quality investigations, safety investigations, technical case studies, supplier-quality activities, and countermeasure implementation.

• Track closure of technical countermeasures and improvement actions, supporting successful closure of five countermeasures per fiscal year.

• Support the development of technical leaders and coach teams participating in global technical competitions, contributing to fourth- and seventh-place international results.

• Administer and govern after-sales systems, applications, scan-tool software, electronic service manuals, service-operations systems, warranty accounts, and related access requirements for Egypt and North Africa.

• Digitalize and automate service operations, Technical Assistance Center, warranty, and dealer-performance processes using Microsoft Excel, Power BI, Power Apps, and workflow solutions.

• Develop dashboards, reports, and management reviews that provide fact-based visibility of dealer performance, customer concerns, technical risks, warranty trends, and operational priorities.

• Publish monthly technical, quality, warranty, and service updates to dealers and define clear actions for addressing customer and business concerns.

• Ensure all service processes, corrective actions, dealer standards, and improvement initiatives are documented, communicated, implemented, and sustained.

• Your Skills & Abilities (Required Qualification)

• Educational and

Experience

Background:

• Bachelor's degree in Mechanical Engineering, Mechanical Power Engineering, Automotive Engineering, Mechatronics Engineering, or a related technical discipline.
• Progressive automotive after-sales and service-operations experience for minimum 10 years, with experience in dealer, technical assistance, warranty, diagnostics, and service-management environments.
• Experience leading dealer-network operations and coordinating multiple after-sales functions, including Field Service, Technical Assistance Center, Brand Quality, Warranty, Contact Center, and dealer business management.
• Experience managing service performance, customer satisfaction, workshop productivity, dealer capability, technical escalations, warranty performance, and service retention.
• Proven history of delivering measurable results, including improvements in customer satisfaction, first-time repair, warranty waste, technical case closure, complaint resolution, and dealer compliance.
• Experience leading teams, coaching service managers, developing dealer personnel, and influencing cross-functional stakeholders without relying solely on direct authority.
• Experience supporting new-model launches, EV readiness, field actions, safety recalls, service programs, technical countermeasures, and customer-support initiatives.
• Experience working with engineering