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 300000 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.