EV Service Operations Manager

Join Sony Honda Mobility of America Inc.

Sony Honda Mobility of America Inc. is a proud subsidiary of Sony Honda Mobility Inc. a 50/50 joint venture between Sony and Honda headquartered in Tokyo Japan. Our American headquarters in Culver City California established in March 2023 is at the forefront of bringing the innovative electric vehicle AFEELA to the US market. AFEELA embodies the essence of FEEL creating an interactive relationship where people and mobility connect through advanced sensing and network technologies.

At Sony Honda Mobility of America we are dedicated to moving people through innovative solutions inspired by diversity. Join us in shaping the future of mobility with creativity technology and a commitment to excellence. Apply now to make a difference!

Position Summary

Sony Honda Mobility of America (SHMA) is seeking a strategic and customerobsessedService Operations Managerto lead the development and execution ofAFEELAs aftersales service experience. Backed by the innovation ofSonyand the automotive legacy ofHonda AFEELA is redefining what it means to serve the EV customerfrom day one of ownership through longterm care.

This role is responsible for building theendtoend service operationsframework including infrastructure planning customer retention strategy service readiness and continuous improvement. Youll work crossfunctionally across engineering customer experience digital warranty and field teams to ensure SHMA is operationally prepared for the successfullaunch and longterm support of the AFEELA brand.

If youre passionate aboutbuilding new service frameworks know what it takes to operationalize EV repair networks and want to shape the future ofmobility service delivery this is your opportunity to lead from the ground up.

Job Responsibilities

• Build aftersales operations based on the AFEELA customer experience whether holistically or by owning specific service touchpoints.
• Develop and execute strategies to retain customers postpurchase including proactive service programs and digital engagement.
• Define and implement methods to measure customer satisfaction analyze data and lead crossfunctional initiatives to improve results.
• Design and operationalize AFEELAs EV repair and serviceability strategy collaborating with engineering and product development teams.
• Define service process flows documentation and standards to support scalable field and partner execution.
• Plan for service capacity tooling training and highvoltage safety readiness across all touchpoints.
• Build strong partnerships with service providers training vendors and technical teams to ensure consistent onbrand customer care.
• Develop and maintain operational KPIs dashboard reporting and continuous improvement frameworks.
• Support warranty policy development cost containment strategies and postsale escalation procedures.
• Act as a key contributor to launch readiness activities internal service simulations and postlaunch scaling.

Qualifications for Position

Required

• 6 years of experience in automotive service operations aftersales strategy or fixed ops leadership.
• Direct experience planning or scaling EV service programs or launching service support for new vehicle lines.
• Strong knowledge of customer satisfaction programs NPS and VOC strategies.
• Ability to work crossfunctionally across engineering warranty training and customer support teams.
• Handson experience building or refining service processes SOPs and repair readiness programs.
• Proficiency with Microsoft Office Google Workspace and project management tools.
• Excellent verbal and written communication with a strong analytical and execution mindset.
• Willingness to travel to partner sites or support field readiness activities as needed.

Preferred

• Experience working with or managing EVspecific service processes diagnostics or highvoltage safety systems.
• Familiarity with dealer/service networks service system platforms (DMS) or digital support tools.
• Previous work in a startup or launchphase OEM especially in EV mobility or premium automotive sectors.
• Background in technical documentation warranty policy or service engineering.
• Bilingual in Japanese or Spanish is a plus.

Additional Details

• Work Arrangement: Primarily onsite in Culver City CA transitioning to Torrance CA in Fall 2025.
• Travel Requirements: Occasional domestic travel required for vendor site visits field readiness support or training coordination.
• Visa Sponsorship: Not available for this position.

Benefits

• Comprehensive medical dental and vision benefits
• Flexible Working Policy
• Paid parental leave
• 401k Program
• Take What You Need time off policy with a minimum of 15 days off per year and holiday breaks
• Yearly bonuses (subject to eligibility)
• Company phone (subject to eligibility)
• Company swag
• A brand new laptop and monitor
• Special discounts on Sony products
• Learning and Development quarterly stipend
• More to come!

The anticipated annual base salary for this position is $120000$130000. This range does not include any other compensation components or other benefits that an individual may be eligible for. The actual base salary offered depends on a variety of factors which may include as applicable the qualifications of the individual applicant for the position years of relevant experience specific and unique skills level of education attained certifications or other professional licenses held and the location in which the applicant lives and/or from which they will be performing the job.

Sony Honda Mobility of America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religious creed sex (including pregnancy) gender national origin citizenship ancestry age physical or mental disability military status status as a veteran or disabled veteran sexual orientation gender identity or expression marital or family status genetic information medical condition or any other basis protected by applicable federal state or local law ordinance or regulation.

Disability Accommodation for Applicants

Sony Honda Mobility of America provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. For reasonable accommodation requests please contact us by email at Please indicate the position you are applying for.

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