PL - Aftersales Operational Manager

About BYD:

Our Purpose is to build a zero-emission future that reconnects humanity with nature. We are looking for talent that connects with this mission and want to create positive impact by joining a diverse and dynamic team.

BYD is a leading, high-tech multinational, based in Shenzhen, China. Operates in four core fields of IT, automotive, new energy, and rail transit and employs over 300,000 people worldwide. As a global pioneer in New Energy Solutions BYD is dedicated to building a zero-emission ecosystem.

Role Purpose:
Ensure operational excellence, profitability, and performance across the national authorized service network. Drive aftersales projects and continuous improvement initiatives, support the Aftersales Director, and lead Area Service Managers to deliver a high-quality customer experience and strong business results.

Key Responsibilities:

• Service Network Performance & Profitability
• Monitor and optimize the operational performance and profitability of authorized service partners.
• Analyze dealer KPIs, identify performance gaps, and drive corrective actions.
• Monitor and report Aftersales NPS performance, identify key drivers and areas for improvement, and implement corrective and improvement actions across the service network.
• Ensure dealer compliance with BYD service standards, operating processes, and contractual requirements.
• Team Leadership & Area Service Manager Oversight
• Lead, coach, and support Area Service Managers to ensure consistent execution of service policies and achievement of operational targets.
• Set objectives for Area Service Managers, monitor their performance, and ensure effective execution and follow-up of action plans.
• Provide guidance to Area Service Managers on dealer support, issue resolution, and escalation management.
• Aftersales Operations & Process Management
• Ensure effective day-to-day aftersales operations across technical support, warranty, spare parts, customer handling, and service processes.
• Identify operational gaps and drive continuous improvement of aftersales procedures, tools, and standards.
• Coordinate with BYD Europe and BYD Headquarters to implement new policies, processes, and initiatives while ensuring alignment with local market requirements.
• Project Management & Strategic Initiatives
• Lead national aftersales projects and operational improvement initiatives from planning through implementation.
• Define project timelines, coordinate stakeholders, monitor progress and performance, and ensure successful implementation.
• Support the Aftersales Director in strategic planning, development of the aftersales organization, and cross-functional projects.
• Dealer Support & Issue Resolution
• Support authorized service partners in key operational areas, including warranty, technical cases, customer complaints, spare parts logistics, and system usage.
• Act as an escalation point for complex operational and dealer cases.
• Coordinate relevant internal teams and stakeholders to ensure timely and effective resolution of escalated issues.

Skills, Qualifications, and Experience Required:

• 5+ years' experience in automotive aftersales operations or network management.
• Strong understanding of NPS, workshop KPIs, and automotive processes.
• Proven ability to manage teams (direct or indirect) and drive operational performance.
• Project management capability with structured execution and strong follow-up.
• Excellent communication, analytical skills, and stakeholder management.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• Fluent in Polish and English.