Service Operations Supervisor - Toronto, Canada

Job Overview

Zeekr International is seeking a dedicated Service Operations Supervisor based in Toronto, Ontario, Canada, to lead and improve after-sales service performance in the automotive sector. This full-time, onsite role focuses on managing service operations, marketing, training, CRM, and team development to boost customer satisfaction and operational excellence across dealer networks.

Key Responsibilities

• Design and execute strategies to enhance user service experience, benchmarking against competitors to ensure top performance in the region.
• Analyze operational data such as workshop visits, production value, and customer retention rates from various dealer markets to assist in optimizing service operations.
• Oversee service marketing campaigns supporting dealers to increase service output and workshop engagement, improving customer satisfaction and service brand reputation.
• Manage operations of the Regional Training Center in the Middle East, organizing training programs to elevate dealer management skills and technical repair capabilities of service personnel at outlets.
• Monitor and analyze critical CRM metrics for key dealers, including customer complaint rates and timely resolution, facilitating corrective measures to enhance customer satisfaction.
• Develop and manage collaborations with local customer satisfaction survey providers to maintain quality feedback channels.
• Effectively allocate and develop talent resources, building a strong team pipeline, enhancing productivity, and managing all aspects of the talent lifecycle — selection, appointment, growth, and retention.

Candidate Qualifications

• Fluent English is required; proficiency in French is advantageous.
• At least five years of experience in after-sales management within the automotive service industry.
• Excellent command of office software, including advanced skills in PowerPoint for report preparation.
• Strong organizational, coordination, negotiation, and adaptability skills, capable of working effectively under pressure with a commercial mindset.