Aftersales Operation Manager

Who we are

BYD Group is a leading high-tech multinational based in Shenzhen China. Operating across four core industries ; IT automotive new energy and rail transit ; As of today BYD employs nearly one million people worldwide.

At BYD Iberia we are redefining the future of mobility. As part of the worlds leading New Energy Vehicle company we are committed to building a sustainable zero-emission future where technology and nature coexist in harmony.

As an Aftersales Operation Manager you will be responsible for driving the operational excellence profitability and overall performance of the national aftersales network for BYD Passenger Cars Iberia.

You will work closely with the Aftersales Manager Area Service Managers authorized service partners and BYD Iberia to ensure the highest standards of service quality customer satisfaction and business performance across the network.

Your mission will be to develop a high-performing and profitable service network drive continuous improvement and lead strategic aftersales initiatives that strengthen customer loyalty and support the sustainable growth of BYD in the market.

Service Network Performance & Profitability

• Monitor and optimize the profitability and operational performance of authorized service partners including labor rates productivity parts margin workshop capacity and efficiency.

• Analyze key dealer KPIs such as NPS/CCR Turnaround Time (TAT) warranty claim rate service retention PDI quality stock accuracy and operational compliance.

• Develop and implement performance improvement and incentive programs to drive network profitability and service quality.

• Ensure compliance with BYD aftersales standards processes policies and contractual requirements.

Team Leadership & Area Service Manager Oversight

• Lead coach and support Area Service Managers to ensure consistent execution of aftersales strategies policies and operational targets.

• Set objectives monitor performance and follow up on action plans across the service network.

• Provide guidance to Area Service Managers on dealer support issue resolution and escalation management.

Aftersales Operations & Process Management

• Ensure the effective operation of key aftersales activities including technical support warranty parts ordering customer handling and service processes.

• Identify operational gaps and lead continuous improvement initiatives across processes tools and standards.

• Work closely with BYD Europe and relevant global teams to implement new policies systems and processes while ensuring alignment with local market requirements.

• Support the development and implementation of best practices across the network.

Project Management & Strategic Initiatives

• Lead and coordinate national aftersales projects including service network development body & paint strategy training initiatives CRM improvements digitalization and customer experience projects.

• Define project timelines coordinate stakeholders monitor progress and ensure successful implementation.

• Support the Aftersales Manager in strategic planning and cross-functional initiatives.

• Drive projects from planning through to execution ensuring clear ownership and strong follow-up.

Dealer Support & Issue Resolution

• Support authorized service partners on operational topics including warranty technical cases customer complaints parts logistics and system usage.

• Act as an escalation point for complex operational and customer cases.

• Coordinate with internal departments and external partners to ensure timely and effective resolution of issues.

• Build strong relationships with the service network and act as a key interface between BYD and its partners.

• 5 years of experience in automotive aftersales operations dealer network management or a similar role.

• Strong understanding of automotive aftersales processes workshop operations profitability drivers and service KPIs.

• Proven experience in managing and developing dealer/service partner performance either directly or indirectly.

• Experience leading teams or coordinating cross-functional stakeholders with the ability to motivate coach and drive performance.

• Strong project management skills with a structured approach to planning execution and follow-up.

• Excellent analytical and problem-solving skills with the ability to translate data into actionable business improvements.

• Strong communication negotiation and stakeholder management skills.

• Ability to work independently in a fast-paced dynamic and international environment while managing multiple priorities.

• Customer-oriented mindset with a strong focus on quality efficiency profitability and continuous improvement.

• Willingness to travel within the national market and occasionally internationally.

• Fluent in Spanish and English both written and spoken.

• Previous experience in the Passenger Cars automotive sector is strongly preferred.

Why Join Us

• Be part of a fast-growing innovative global automotive company.

• Work closely with top leadership influencing strategic projects and initiatives.

• Collaborate in a dynamic multicultural environment that values proactivity creativity and excellence.

• Opportunity to develop professionally and grow within a leading organization in the electric mobility sector.

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