Customer Service Operations Manager
(Automotive Service Center / Dealership Workshop)
Role Objective
To lead end-to-end customer service operations at the dealership workshop, ensuring high customer satisfaction, operational efficiency, revenue growth, and process compliance as per OEM standards.
- Key Responsibilities
1) Customer Experience & Satisfaction
- Ensure high Customer Experience Index (CX) scores.
- Monitor customer complaints and ensure closure within TAT.
- Conduct follow-up calls for service feedback.
- Handle escalated complaints professionally.
- Improve retention, repeat visits & service loyalty.
2) Workshop Operations Management
- Oversee daily workshop operations (mechanical + bodyshop if applicable).
- Monitor job card flow, bay allocation & technician productivity.
- Ensure proper job card documentation and billing accuracy.
- Reduce vehicle turnaround time (TAT).
- Monitor carry-forward vehicles and ageing.
3) Team Leadership
- Lead Service Advisors, CRM team, Floor Controllers & Tele-callers.
- Conduct daily morning meetings (WIP, pending parts, ageing vehicles).
- Train team on soft skills & technical updates.
- Set monthly targets (Revenue, Labour, RO, CX).
- Develop second-line leaders.
4) Revenue & Business Growth
- Drive labour sales, value-added services & extended warranty.
- Improve parts-to-labour ratio.
- Monitor free vs paid service conversion.
- Control discounts and improve gross margins.
- Push service packages & VAS plans.
5) Process & Compliance
- Ensure compliance with OEM SOP.
- Maintain audit readiness (internal & OEM audits).
- Monitor warranty claim accuracy.
- Ensure safety & housekeeping standards in workshop.
- Control documentation & system updates (DMS / OEM portal).
6) MIS & Reporting
- Analyse:
- Daily revenue
- Technician productivity & efficiency
- Service advisor performance
- Ageing vehicles report
- Appointment vs walk-in ratio
- Present weekly & monthly performance review to Dealer Principal / GM.
- Key KPIs
- CX Score
- Revenue per RO
- Labour Efficiency %
- Bay Productivity %
- Vehicle TAT
- Repeat Repair %
- RO Reporting %
- Outstanding & ageing vehicles
Job Types: Full-time, Permanent
Pay: ₹35,000.00 - ₹45,000.00 per month
Work Location: In person
