Urgent Hiring II Operations Manager-Doorstep II CARS24

Job Summary:

The Operations Manager will be responsible for establishing and managing the new doorstep auto maintenance service vertical from the ground up. This includes designing operational workflows, building the necessary infrastructure (including mobile service units, equipment, and tools), and recruiting and training a skilled team of service professionals.

The ideal candidate will have experience in operations management, a strong background in customer service, and a proven ability to scale new business operations in a fast-paced environment.

Key Responsibilities:

• Service Vertical Development:

○ Lead the development of the new doorstep auto maintenance service vertical, from concept to execution, ensuring alignment with company goals.

○ Identify and implement the required infrastructure to deliver doorstep services, including designing mobile service units, securing necessary tools and equipment, and ensuring operational readiness.

○ Establish and refine the service offerings to meet customer needs, focusing on convenience, quality, and timely service.

• Operational Planning & Execution:

○ Design and implement efficient operational workflows for the doorstep service, including scheduling, customer interactions, service delivery, and follow-up.

○ Develop and implement standard operating procedures (SOPs) for the new service to ensure consistency, quality, and scalability.

○ Collaborate with technology teams to integrate service tracking, scheduling, and payment solutions that enhance customer experience and operational efficiency.

• Infrastructure & Resource Management:

○ Oversee the acquisition, customization, and maintenance of mobile service units and necessary tools and equipment for doorstep service.

○ Ensure mobile units are properly stocked and ready for service at all times, coordinating logistics for supplies and tools.

○ Build a strong supply chain for parts and materials, ensuring availability and quick turnaround times for services.

• Team Building & People Management:

○ Recruit, train, and develop a high-performing team of field technicians and support staff, ensuring they are well-equipped to provide exceptional service.

○ Define clear roles and responsibilities for team members and establish a culture of accountability, professionalism, and continuous improvement.

○ Implement training programs to ensure technicians are up-to-date with the latest automotive technologies and customer service best practices.

○ Foster a collaborative and customer-focused culture within the team.

• Customer Experience & Service Delivery:

○ Ensure the delivery of high-quality, on-time auto maintenance services that exceed customer expectations.

○ Oversee the customer journey from service booking to delivery, ensuring a seamless, hassle-free experience.

○ Establish feedback loops to continually improve service delivery and customer satisfaction.

○ Monitor and analyze customer complaints and service outcomes to implement corrective actions where necessary.

• Performance Monitoring & Reporting:

○ Set key performance indicators (KPIs) for service delivery, team performance, and customer satisfaction. Monitor performance against these KPIs and provide regular updates to senior leadership.

○ Use data analytics to assess operational efficiency, identify areas for improvement, and drive data-driven decisions.

○ Develop and implement systems for tracking and managing service requests, technician productivity, and overall operational performance.

• Budgeting & Cost Management:

○ Develop and manage the budget for the new service vertical, ensuring efficient resource allocation and cost control.

○ Monitor operational costs and implement strategies to reduce waste, improve efficiency, and maximize profitability.

○ Ensure that the service operates within budget and delivers the desired profit margins while maintaining quality.

• Compliance & Safety:

○ Ensure that all operations comply with industry standards, health and safety regulations, and environmental guidelines.

○ Develop and implement safety protocols for technicians working in the field to prevent accidents and ensure high standards of service.

○ Ensure all mobile units are maintained in top condition and comply with legal and safety standards.

Qualifications:

• MBA and Bachelor's degree in Engineering, Operations Management, or a related field (MBA or related advanced degree preferred).
• Minimum of 7+ years of experience in operations management, with at least 2 years in a leadership role, ideally in the automotive or service industry.
• Proven experience in building and scaling service-based business models, particularly in a field or doorstep service context.
• Strong project management skills with the ability to execute complex initiatives and manage multiple tasks simultaneously.
• Excellent leadership and people management skills with the ability to motivate and develop teams.
• Strong problem-solving abilities, with a focus on operational efficiency, cost management, and customer satisfaction.
• Familiarity with mobile service operations and logistics, with a focus on customer-centric service delivery.
• Proficiency in using technology and software platforms (e.g., CRM, scheduling, ERP) to optimize operations.
• Strong communication and interpersonal skills with the ability to collaborate across teams and manage external partnerships.