Head of Service Operations

Job Description

Job Title:
Service Head

Location:
Bengaluru (with pan-India oversight)

Department:
Customer Service & After Sales

Reports To
: CEO

Job Summary

We are seeking an experienced and dynamic Service Head to lead Ola Electric's national service and after-sales operations. The role will be responsible for driving service excellence, customer satisfaction, and operational efficiency across the company's growing EV portfolio. The ideal candidate will have extensive experience managing multi-location service networks, developing scalable service delivery models, implementing digital solutions, and building customer-centric teams. This role is pivotal in ensuring a seamless ownership experience and strengthening Ola Electric's brand promise of reliability and innovation.

Key Responsibilities

1. Service Strategy and Network Management

2. Develop and execute a comprehensive service strategy aligned with business growth, product roadmap, and customer experience goals.

3. Plan and expand the national service network, including company-owned and franchisee-operated service centers.
4. Optimize service infrastructure, capacity planning, and geographic coverage to ensure accessibility and efficiency.

2. Customer Experience and Quality Assurance

• Establish and track key service KPIs such as turnaround time (TAT), first-time fix rate (FTFR), Net Promoter Score (NPS), and warranty cost control.
• Build robust systems for customer feedback management and issue resolution.
• Ensure adherence to Ola's quality and safety standards across all service points.

3.After-Sales Operations and Process Excellence

• Design and implement standardized operating procedures (SOPs) for service centers, mobile service operations, and roadside assistance.
• Leverage technology to digitize service workflows, customer engagement, and performance tracking.
• Drive continuous improvement programs to enhance efficiency, reduce downtime, and improve spare parts availability.

4.Spare Parts and Warranty Management

• Oversee end-to-end spare parts supply chain — demand forecasting, procurement, logistics, and inventory optimization.
• Define warranty policies, manage claims processing, and ensure cost-effective warranty operations.
• Collaborate with product and engineering teams for root-cause analysis and corrective actions on recurring issues.

5.Team Leadership and Capability Building

• Lead and mentor regional service managers, technical trainers, and service operations staff.
• Build strong training programs for service technicians and dealer partners to ensure technical excellence.
• Foster a culture of customer obsession, accountability, and operational excellence.

6.Cross-Functional Collaboration

• Partner with Product, Quality, and Engineering teams to provide feedback on field performance and reliability.
• Collaborate with Sales, Marketing, and Customer Support for seamless pre- and post-sales customer journeys.
• Support launch readiness and service preparedness for new vehicle introductions.

Required Skills and Qualifications

• Education: Bachelor's degree in Engineering (Mechanical, Electrical, or Automobile); MBA preferred.
• Experience: 15+ years in automotive or EV service operations, with at least 5 years in a national or regional leadership role.
• Domain Knowledge: Deep understanding of EV systems, diagnostics, service delivery models, and customer lifecycle management.
• Technical Skills: Exposure to service management systems (DMS), CRM tools, and digital service platforms.
• Leadership: Proven experience in managing large, distributed teams and multi-tier dealer/service networks.
• Analytical Skills: Strong data-driven mindset with ability to interpret service metrics and drive actionable insights.
• Communication: Excellent stakeholder management, negotiation, and presentation skills.

Preferred Attributes

• Experience in scaling service operations for new-age mobility, EV, or premium two-wheeler brands.
• Exposure to digital service transformation, predictive maintenance, and connected vehicle diagnostics.
• Track record of improving NPS, service efficiency, and cost optimization through innovation.
• Entrepreneurial mindset with ability to thrive in a fast-paced, high-growth environment.
• Comfortable working in matrixed and cross-functional setups.

Career Path

Progression to Chief Operating Officer (COO) or Head of Customer Experience roles based on performance, leadership impact, and organizational needs.