Role & responsibilities

1. Warranty & Automotive Operations

- Lead day-to-day warranty operations and handle complex cases from diagnosis to closure.
- Evaluate technical diagnosis, repair quality, TAT and customer impact.
- Review and validate repair recommendations.
- Coordinate with workshops, OEMs, technicians and internal teams.
- Identify cases requiring specialist/OEM intervention.
- Drive TAT, quality, productivity and CSAT.

2. Customer & Escalation Management

- Act as the escalation point for complex warranty cases.
- Communicate technical issues, repair timelines and warranty coverage to customers.
- Manage customer expectations while balancing technical and operational realities.
- Own cases until final resolution.

3. People Management

- Manage a team of ~30 members through 2 Team Leaders.
- Coach Team Leaders and team members on technical knowledge, customer handling and performance.
- Drive accountability for TAT, quality, productivity and CX.
- Build technical capability through case reviews and knowledge sharing.

4.



Process & Quality Improvement

- Identify recurring warranty issues and technical/process gaps.
- Improve warranty SOPs and resolution journeys.
- Conduct case audits and implement corrective actions.

Preferred candidate profile

- 2-3+ years of relevant experience in automotive service, warranty operations, workshop operations, or a similar role.
- Strong practical knowledge of cars, vehicle systems, diagnosis, and repairs.
- Experience in a customer-facing automotive environment with exposure to escalations and complex cases.
- Experience managing teams, preferably through Team Leaders or supervisors.
- Solid problem-solving, communication, ownership, and customer-handling skills.
- Mechanical / Automobile Engineering or Diploma preferred.
- Experience with an OEM, authorised service centre, or multi-brand workshop preferred.

📌 Automotive Customer Experience Manager (Gurugram)
🏢 Spinny
📍 Gurugram