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Job Summary

We are seeking an experienced Operation Manager – Automotive Service Operations to oversee the day-to-day operations of our automotive workshop and service business.

The role is responsible for ensuring efficient workshop operations, improving service processes, managing operational performance, developing teams, maintaining service quality and safety standards, and delivering high customer satisfaction.

The ideal candidate will have strong experience in automotive workshop/service operations, business operations, team leadership, operational improvement, customer service, and performance management, with the ability to drive operational excellence in a dynamic service environment.

Key Responsibilities

• Plan, organize, direct, and monitor day-to-day automotive workshop and service operations to ensure efficiency, productivity, quality, and customer satisfaction.
• Oversee workshop/service activities and monitor service jobs and repair orders to ensure efficient workflows and timely delivery to customers.
• Establish and monitor operational KPIs including workshop productivity, service turnaround time, technician efficiency, service quality, and customer satisfaction.
• Drive continuous improvement initiatives to enhance workshop efficiency, service processes, productivity, customer experience, and cost effectiveness.
• Develop, implement, and maintain SOPs, service standards, operational guidelines, and improvement action plans.
• Lead and coordinate cross-functional activities involving service, workshop, parts, customer service, administration, warehouse, and other supporting functions.
• Monitor service quality and conduct regular operational reviews and process audits to ensure compliance with company standards, procedures, and safety requirements.
• Coordinate with Engineering, Maintenance, Parts, Warehouse, and Supply Chain teams to ensure the availability and proper management of operational resources.
• Lead, coach, and develop supervisors, team leaders, service advisors, technicians, and operational staff to improve capability, accountability, and productivity.
• Develop training plans to improve employees’ technical knowledge, service skills, operational capabilities, and customer service standards.
• Identify operational challenges, analyze root causes, and implement effective solutions while maintaining service quality and controlling operating costs.
• Work closely with senior management to support business planning, operational performance improvement, customer retention, and sustainable growth.
• Prepare regular operational performance reports and provide recommendations on operational issues and improvement opportunities.
• Ensure a professional, efficient, and customer-focused service experience throughout the customer journey.
• This position reports to General Manager and Managing Director.

• Bachelor’s degree in Business Administration, Management, Automotive, Engineering, or a related field.

• Minimum 7 years of experience in automotive workshop, service, or after-sales operations, including at least 3 years in a managerial or supervisory role.

• Proven experience managing automotive workshop/service operations, preferably in a dealership, authorized service center, or automotive service company.

• Strong knowledge of workshop operations, service processes, customer service, operational KPIs, cost control, and business performance.

• Experience in SOP implementation, process optimization, continuous improvement, and team development.

• Strong leadership, coaching, communication, problem-solving, decision-making, and cross-functional coordination skills.

• Knowledge of automotive parts, warehouse operations, equipment maintenance, and supply chain is preferred.

• Strong business and analytical skills with the ability to monitor performance and implement practical solutions.

• Good command of English is required. Chinese language skills are an advantage.

• Ability to manage multiple priorities in a dynamic, customer-focused service environment.