Service Specialist, Program Support
Core
Design and optimize end-to-end customer service workflows, playbooks, and operational models for an electric vehicle brand.
Role type
Senior Program Manager (Service Operations)
Builds
Service operating model, communication protocols, and training frameworks for EV service teams.
Domain
Automotive (Electric Vehicles) + Operations Management
Deliverable
product features
Required skills
Project management, process design, operational analysis, CRM/DMS/TMS platform expertise, AI tool application, documentation, cross-functional collaboration
Preferred skills
Management experience, retail automotive service background
Technologies
PowerPoint, Excel, SharePoint, Jira, Confluence, Figma, CRM, DMS, TMS
Responsibilities
Design and document daily job dispatch processes and end-to-end service workflows; Develop comprehensive playbooks for service specialists and technicians; Lead development of the mobile service operating model including logistics planning; Build hiring and training timelines aligned with growth roadmap; Own service operations KPI development and performance reporting; Identify operational risks and implement solutions to improve service performance.
Seniority
Senior, hands-on IC
