Manager, International Service Operations

Boostedboards Mountain View , CA 94035

Posted 2 weeks ago

POSITION OVERVIEW

Boosted is an innovative product company with a bold mission to create premium light electric vehicles, rider experiences, and last mile transportation solutions that are second-to-none.

We are growing fast and are looking for an experienced manager of international service repair operations to help us mature our internal capabilities and customer service offerings.

Scope includes, but is not limited to:

  • Global customer service operations strategy, design, implementation, and management

  • Specific responsibility for managing repair, returns, and refurbishment individuals and teams

  • Service process and systems improvement

  • Operational readiness for new product introductions

  • Involvement in engineering design process representing serviceability

Specific responsibilities

  • Contributing to overall customer service strategy, design, and implementation

  • Setting team goals; managing team to accomplish those goals

  • Designing/redesigning processes for efficiency, accuracy, elimination of non-value-added activity, and improvement in customer experience

  • Driving adoption of new processes and standard methodologies

  • Setting up and managing network of global service and repair centers

  • Traveling, periodically, to global service centers for oversight, training, and support

  • Designing and implementing operational metrics for service and customer experience

  • Mentoring and professional development of service team members

  • Championing serviceability improvements with engineering

  • Preparing service centers for new product releases

  • Establishing and maintaining relationships with third-party service providers

  • Designing state-of-the-art, profitable service offerings

Education and Experience

  • Bachelor's Degree, Engineering a plus

  • MBA, Desired

  • Supervisory Experience, 2+ years

  • Managerial Experience, 2+ years

  • Customer Service and Repair Management Experience 4+ years

  • New operations design and implementation and/or service turnaround experience

  • Project/program management experience

  • Fast growing company experience as well as well-managed mature company experience, minimum 1-2 years each

Characteristics

  • Strong leader

  • Preference for collaboration

  • Self-motivated

  • High energy

  • Creative problem solver

  • Customer-oriented

  • Organized

  • Comfortable with ambiguity

  • Passion for getting things done

  • Not comfortable with status quo

  • Hands-on

  • Excited to make a contribution to growing this company

  • Pleasure to work with

Skills

  • Strong people management

  • Excellent written and oral communication skills

  • Ability and passion to work in high-paced developing organization

  • Ability to establish repeatable, high-quality processes

  • Ability to drive change management

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Manager, International Service Operations

Boostedboards