Manager SEO

Lag Metric Ownership Vehicle Uptime & FIRFT

• Own end-to-end accountability for Vehicle Uptime (VOR reduction) and Fix-It-Right-First-Time (FIRFT) as primary IMG lag metrics.

• Drive sustained improvement through root-cause analytics disciplined governance reviews and market-specific action plans.

• Translate lag metric performance into clear operational priorities for TAC Software Support Prior Approval and Field Service Engineering.

• Lead monthly SAR for high impact markets

TAC Operations & Diagnostic Excellence

• Lead IMG Technical Assistance Center (TAC) operations to ensure consistent high-quality diagnosis and resolution.

• Enforce diagnostic discipline TSR adoption and right-first-time case binning to reduce repeat repairs and unnecessary escalations.

• Monitor and improve KPIs covering case aging turnaround time escalation quality and dealer satisfaction.

• Enable TAC advisors with structured coaching diagnostic feedback loops and continuous capability enhancement.

Software Support Escalation Governance & Warranty Cost Avoidance

• Act as IMG focal point for escalated software calibration and diagnostic system concerns impacting vehicle uptime.

• Drive structured escalation and prioritization with DSP and global / IMG engineering teams to reduce software resolution cycle time.

• Institutionalize software learnings by cascading failure modes fixes and diagnostic best practices to TAC advisors and dealer technicians.

• Ensure software fixes are effectively translated into field actions minimizing repeat software-driven VOR.

Prior Approval & Warranty Control

• Oversee IMG Prior Approval (PA) operations to ensure right-first-time authorization aligned with global warranty policy.

• Balance customer delivery speed with warranty cost protection minimizing delays caused by authorization bottlenecks.

• Identify approval trends risk patterns and leakage areas driving corrective actions and cost-avoidance initiatives.

• Support audits compliance reviews and leadership reporting with transparent data-driven insights.

Cross-Functional & Market Leadership

• Partner with Market SE&O leaders One CX Global and IMG leads Global GTAC FSEs Engineering Warranty IT and CX to resolve complex vehicle and customer issues.

• Represent IMG in global forums ensuring regional realities are reflected in enterprise solutions and roadmaps.

• Lead AI driven projects

• Act as a trusted advisor to markets on diagnostic strategy and uptime recovery actions.

Team Leadership & Capability Building

• Lead coach and develop TAC PA and Software Support teams across IMG.

• Define performance objectives aligned to Vehicle Uptime and FIRFT outcomes.

• Build succession plans training roadmaps and knowledge-sharing mechanisms to strengthen long-term capability.

Technical & Systems Expertise

• Strong understanding of end-to-end vehicle service ecosystems including TAC operations dealer diagnosis workflows software resolution paths and warranty authorization processes.

• Working knowledge of diagnostic platforms (IDS/FDRS) sufficient to govern diagnostic quality escalation accuracy and repair confirmationnot hands-on troubleshooting.

• Strong appreciation of vehicle system interactions and software dependencies enabling effective triage of software-driven field issues impacting vehicle uptime.

• Experience governing software defect triage calibration readiness OTA / software release impacts and translation of engineering fixes into field-ready actions.

Analytics Metrics & Performance Management

• Strong analytical capability to govern lag metrics including Vehicle Uptime (Technical VOR reduction) and FIRFT converting performance data into clear executive actions.

• Expertise in using dashboards MIS reports and case analytics to identify systemic issues across markets products and processes.

• Ability to distinguish dealer discipline gaps vs upstream engineering or software drivers ensuring correct ownership and corrective actions.

• Proven capability to link operational levers (TAC quality software turnaround PA cycle time) to measurable business and customer outcomes.

Leadership & Operational Governance

• Proven ability to lead multi-market multi-function operations across TAC Software Support and Prior Approval with high accountability.

• Strong governance mindset with experience establishing review cadences escalation models ownership clarity and closure discipline.

• Ability to drive performance through process standardization prioritization and outcome-based execution not activity-based management.

• Capability to balance operational rigor with strategic transformation ensuring sustained lag-metric improvement.

Stakeholder Communication & Influence

• Excellent written and verbal communication skills to translate complex operational and software issues into clear leadership-level narratives.

• Strong stakeholder management across Markets Global SE&O Warranty IT One CX and Senior Leadership.

• Ability to influence without authority align competing priorities and represent IMGs voice in global forums.

• Proven ability to operate effectively across cultures time zones and high-pressure environments.

Diploma or bachelors degree or masters degree in Mechanical or Automobile.

Minimum of 10-12 years of workplace experience within the motor vehicle manufacturing or service industry. Experience in managing TAC Operations & FIRFT function is preferred