Retail Service Operations Specialist/Manager

AVATR, a premium intelligent electric vehicle brand, is seeking a Retail Service Operations Specialist/Manager to join our Europe Overseas Business Development Team at our Madrid subsidiary. Together with the team, you will support AVATR's expansion in the Spanish market across business development, sales, marketing, aftersales, and network operations.

What you will do:

1. Service Network Development & Construction

• Develop and execute regional service network expansion plans.
• Identify, evaluate and qualify potential dealer partners based on brand standards, financial capability and operational experience.
• Conduct site selection, feasibility analysis and business case development for new dealers from service side.
• Lead pre-opening inspection and acceptance process to ensure all facilities meet global brand standards.
• Coordinate with cross-functional teams to ensure smooth onboarding and launch of new dealers.

2. Dealer Operations Management & KPI Achievement

• Monitor and manage daily operations of all authorized service centers in the region.
• Set, communicate and track core service KPIs including:
• Net Promoter Score (NPS) and Customer Satisfaction Index (CSI)
• First Time Fix Rate (FTFR)
• On-Time Delivery Rate (OTDR)
• Conduct regular operational audits and site visits to identify performance gaps and improvement opportunities.
• Provide coaching, training and operational support to dealer management teams.
• Optimize service processes to improve efficiency and customer experience.

3. Customer Complaint Resolution & Brand Reputation Protection

• Serve as the regional escalation point for all customer complaints, emergency rescue requests and service-related incidents.
• Ensure timely and effective resolution of escalated customer issues within 24 hours.
• Conduct root cause analysis for recurring complaints and implement preventive measures.
• Coordinate emergency roadside assistance and on-site support for critical situations.
• Manage crisis communication and brand reputation during major service incidents.

4. Policy Implementation & Process Compliance

• Translate and communicate headquarters' service policies, process standards and operational guidelines to all service dealers.
• Develop localized implementation plans and training to ensure clear understanding.
• Monitor compliance with all brand standards, policies and local regulatory requirements.
• Organize and execute regional service campaigns, promotions and customer activities as directed by headquarters.
• Track and report on the effectiveness of policy implementation and campaign results.
• Provide feedback to headquarters on policy applicability and market-specific needs.

What you will bring:

• Bachelor's degree in Business Administration, Automotive Engineering or related field.
• Minimum 5 years of relevant work experience in automotive after-sales service, with at least 3 years in dealer network management.
• Strong experience in KPI management and driving operational performance improvement.
• Excellent communication, negotiation and relationship management skills.
• Proficiency in both English and local language (Spanish).
• Proficiency in MS Office (Excel, PowerPoint) and CRM/ERP systems.
• Ability to travel frequently within the region (up to 70% travel time).