Service Business Sustenance Manager

you’ll be our: Service Excellence Manager

you’ll be based at: Bangalore

you’ll be Aligned with:Lead - Vehicle Service Strategy

you’ll be A member of: Service & Support

What will I be doing at Ather?

Key Responsibilities:

• Customer Insights Analysis: Collect, analyze, and interpret customer feedback and data from various channels, including service metrics, post-service feedback, customer escalations, and long-term surveys such as Relationship Net Promoter Score (RNPS).

• Trend Identification: Identify key trends, patterns, and root causes impacting customer satisfaction and advocacy through the analysis of historical data and current feedback.

• Service Excellence Audits: Plan, conduct, and analyze service excellence audits at service centers to assess adherence to quality standards, identify areas for improvement in customer interactions and service delivery, and ensure a consistent brand experience.

• Strategic Project Development: Based on data-driven insights, identify and propose well-structured customer satisfaction improvement projects at a national or zonal level.

• Project Leadership: Lead the end-to-end lifecycle of improvement projects, including securing necessary approvals and budgets, assembling cross-functional teams, defining project scope and objectives, and driving successful execution.

• Stakeholder Management: Collaborate effectively with various internal teams, including service operations, product development, and marketing, to champion customer-centric initiatives.

• Performance Monitoring: Define and track key performance indicators (KPIs), including improvements in RNPS and service retention rates, to measure the impact of implemented projects and initiatives.

• Operational Knowledge: Leverage a strong understanding of on-ground service operations to effectively lead and guide improvement projects.

• Customer Interface Enhancement: Drive improvements across all customer-facing touchpoints, both online (e.g., website, app) and offline (e.g., service centers), to create a seamless and positive customer journey.. 

 What kind of experience & skills do I need for this role?

• Domain Skills/Knowledge:

• Deep understanding of customer service principles and best practices.

• Experience in analyzing customer feedback from various sources (surveys, escalations, metrics).

• Knowledge of service operations within the automotive or a related industry.

• Familiarity with customer satisfaction metrics such as Net Promoter Score (NPS) and Relationship NPS (RNPS).

• Understanding of project management methodologies.

• Technical Skills:

• Strong data analysis and interpretation skills using tools like Excel, statistical software, and CRM analytics.

• Proficiency in presentation software to communicate findings and project plans.

• Familiarity with survey platforms and feedback management systems.

• Work Experience:

• 3-5 years of experience in customer service, customer experience management, or a related role.

• Proven track record of leading and implementing customer satisfaction improvement projects.

• Experience in analyzing customer data and translating insights into actionable strategies.

• Experience working cross-functionally with operations, product, and other teams.

Some attributes that you bring to this role?

• Strong analytical and problem-solving skills to identify root causes of customer dissatisfaction.

• Excellent communication and interpersonal skills to effectively collaborate with teams and present findings.

• Strong project management skills, including the ability to plan, organize, and execute projects.

• Customer-centric mindset with a passion for improving the customer experience.

• Ability to influence and drive change across different departments.

• Proactive and results-oriented approach with a focus on achieving measurable improvements in customer satisfaction and retention.

Behavioral Skills

• Adapting Approaches

• About Company

  Ather Energy is a Bengaluru-based electric vehicle startup known for its smart scooters like the Ather 450X. The company builds high-performance EVs and invests in its own public charging network. It is pushing innovation in India’s growing sustainable mobility space.