Aftersales Operation Manager

• 5+ years of experience in automotive aftersales operations, dealer network management, or a similar role.

• Strong understanding of automotive aftersales processes, workshop operations, profitability drivers, and service KPIs.

• Proven experience in managing and developing dealer/service partner performance, either directly or indirectly.

• Experience leading teams or coordinating cross-functional stakeholders, with the ability to motivate, coach, and drive performance.

• Strong project management skills, with a structured approach to planning, execution, and follow-up.

• Excellent analytical and problem-solving skills, with the ability to translate data into actionable business improvements.

• Strong communication, negotiation, and stakeholder management skills.

• Ability to work independently in a fast-paced, dynamic, and international environment while managing multiple priorities.

• Customer-oriented mindset with a strong focus on quality, efficiency, profitability, and continuous improvement.

• Willingness to travel within the national market and occasionally internationally.

• Fluent in Spanish and English, both written and spoken.

• Previous experience in the Passenger Cars automotive sector is strongly preferred.

As an Aftersales Operation Manager, you will be responsible for driving the operational excellence, profitability, and overall performance of the national aftersales network for BYD Passenger Cars Iberia.

You will work closely with the Aftersales Manager, Area Service Managers, authorized service partners, and BYD Iberia to ensure the highest standards of service quality, customer satisfaction, and business performance across the network.

Your mission will be to develop a high-performing and profitable service network, drive continuous improvement, and lead strategic aftersales initiatives that strengthen customer loyalty and support the sustainable growth of BYD in the market.

• Monitor and optimize the profitability and operational performance of authorized service partners, including labor rates, productivity, parts margin, workshop capacity, and efficiency.

• Analyze key dealer KPIs such as NPS/CCR, Turnaround Time (TAT), warranty claim rate, service retention, PDI quality, stock accuracy, and operational compliance.

• Develop and implement performance improvement and incentive programs to drive network profitability and service quality.

• Ensure compliance with BYD aftersales standards, processes, policies, and contractual requirements.

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

• Set objectives, monitor performance, and follow up on action plans across the service network.

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

• Ensure the effective operation of key aftersales activities, including technical support, warranty, parts ordering, customer handling, and service processes.

• Identify operational gaps and lead continuous improvement initiatives across processes, tools, and standards.

• Work closely with BYD Europe and relevant global teams to implement new policies, systems, and processes while ensuring alignment with local market requirements.

• Support the development and implementation of best practices across the network.

• Lead and coordinate national aftersales projects, including service network development, body & paint strategy, training initiatives, CRM improvements, digitalization, and customer experience projects.

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

• Support the Aftersales Manager in strategic planning and cross-functional initiatives.

• Drive projects from planning through to execution, ensuring clear ownership and strong follow-up.

• Support authorized service partners on operational topics, including warranty, technical cases, customer complaints, parts logistics, and system usage.

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

• Coordinate with internal departments and external partners to ensure timely and effective resolution of issues.

• Build strong relationships with the service network and act as a key interface between BYD and its partners.