Cluster Manager

1 day ago

Mumbai, India Ola Electric Full time

Job Description: Cluster Manager - Service

Designation:
Cluster Manager - Service

Department:
After Sales Service

Industry:
Automobile

Reports to:
Area Service Manager

Experience & Education Requirements

  • Experience:
    5-7 years in automotive after-sales service management
  • Education:
    BE/BTech in Mechanical/Automobile Engineering or Diploma in Automobile Engineering

The Cluster Manager - Service is responsible for overseeing and managing multiple service stations within an assigned cluster to ensure exceptional customer after-sales service delivery. This role focuses on driving service performance improvement, customer satisfaction enhancement, and operational excellence across all managed service touchpoints.

Key Responsibilities

  1. Oversee daily operations of multiple service stations within the assigned cluster
  2. Ensure consistent service quality standards and implement best practices across all managed locations
  3. Monitor and improve service delivery processes, customer experience, and operational excellence
  4. Ensure compliance with company policies, procedures, and safety standards
  5. Drive after-sales service performance improvement initiatives across all service stations
  6. Monitor key performance indicators including customer satisfaction scores, service turnaround time, and revenue targets
  7. Conduct regular performance reviews and develop action plans to address performance gaps
  8. Analyze service data and market trends to identify improvement opportunities
  9. Ensure superior customer service delivery across all touchpoints and handle escalated complaints
  10. Collaborate with sales teams to ensure seamless customer handover and experience

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