Qureos Mentor

Ola Electric

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 Job Description
 
 
 
 
 Job Title:
 
 Service Head
 
 
 
 Location:
 
 Bengaluru (with pan-India oversight)
 
 
 
 Department:
 
 Customer Service &amp; After Sales
 
 
 
 Reports To
 
 : CEO
 
 
 
 
 
 
 
 
 
 Job Summary
 
 
 
 We are seeking an experienced and dynamic Service Head to lead Ola Electric&rsquo;s national service and after-sales operations. The role will be responsible for driving service excellence, customer satisfaction, and operational efficiency across the company&rsquo;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&rsquo;s brand promise of reliability and innovation.
 
 
 
 
 
 
 
 
 
 Key Responsibilities
 
 
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 Service Strategy and Network Management
 
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 <ul>
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 Develop and execute a comprehensive service strategy aligned with business growth, product roadmap, and customer experience goals.
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 Plan and expand the national service network, including company-owned and franchisee-operated service centers.
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 Optimize service infrastructure, capacity planning, and geographic coverage to ensure accessibility and efficiency.
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 </ul>
 
 
 2. Customer Experience and Quality Assurance
 
 
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 Establish and track key service KPIs such as turnaround time (TAT), first-time fix rate (FTFR), Net Promoter Score (NPS), and warranty cost control.
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 Build robust systems for customer feedback management and issue resolution.
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 Ensure adherence to Ola&rsquo;s quality and safety standards across all service points.
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 </ul>
 
 
 3.After-Sales Operations and Process Excellence
 
 
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 Design and implement standardized operating procedures (SOPs) for service centers, mobile service operations, and roadside assistance.
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 Leverage technology to digitize service workflows, customer engagement, and performance tracking.
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 Drive continuous improvement programs to enhance efficiency, reduce downtime, and improve spare parts availability.
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 </ul>
 
 
 4.Spare Parts and Warranty Management
 
 
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 Oversee end-to-end spare parts supply chain &mdash; demand forecasting, procurement, logistics, and inventory optimization.
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 Define warranty policies, manage claims processing, and ensure cost-effective warranty operations.
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 Collaborate with product and engineering teams for root-cause analysis and corrective actions on recurring issues.
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 </ul>
 
 
 5.Team Leadership and Capability Building
 
 
 <ul>
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 Lead and mentor regional service managers, technical trainers, and service operations staff.
 </li>
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 Build strong training programs for service technicians and dealer partners to ensure technical excellence.
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 Foster a culture of customer obsession, accountability, and operational excellence.
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 </ul>
 
 
 6.Cross-Functional Collaboration
 
 
 <ul>
 <li>
 Partner with Product, Quality, and Engineering teams to provide feedback on field performance and reliability.
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 Collaborate with Sales, Marketing, and Customer Support for seamless pre- and post-sales customer journeys.
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 Support launch readiness and service preparedness for new vehicle introductions.
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 </ul>
 
 
 
 
 
 
 
 
 Required Skills and Qualifications
 
 
 <ul>
 <li>
 Education: Bachelor&rsquo;s degree in Engineering (Mechanical, Electrical, or Automobile); MBA preferred.
 </li>
 <li>
 Experience: 15+ years in automotive or EV service operations, with at least 5 years in a national or regional leadership role.
 </li>
 <li>
 Domain Knowledge: Deep understanding of EV systems, diagnostics, service delivery models, and customer lifecycle management.
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 Technical Skills: Exposure to service management systems (DMS), CRM tools, and digital service platforms.
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 Leadership: Proven experience in managing large, distributed teams and multi-tier dealer/service networks.
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 Analytical Skills: Strong data-driven mindset with ability to interpret service metrics and drive actionable insights.
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 Communication: Excellent stakeholder management, negotiation, and presentation skills.
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 </ul>
 
 
 
 
 
 
 
 Preferred Attributes
 
 <ul>
 <li>
 Experience in scaling service operations for new-age mobility, EV, or premium two-wheeler brands.
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 Exposure to digital service transformation, predictive maintenance, and connected vehicle diagnostics.
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 Track record of improving NPS, service efficiency, and cost optimization through innovation.
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 Entrepreneurial mindset with ability to thrive in a fast-paced, high-growth environment.
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 Comfortable working in matrixed and cross-functional setups.
 </li>
 </ul>
 
 
 
 
 
 
 
 Career Path
 
 
 Progression to Chief Operating Officer (COO) or Head of Customer Experience roles based on performance, leadership impact, and organizational needs.
 
 
 
</div>

Head of Service Operations

<div>
 
 
 Qualifications, Experience &amp; Skills:
 
 
 
 
 
 
 ● Engineering Degree or Diploma in Automotive/ Mechanical Engineering or equivalent
 
 
 ● Minimum 8+ years of experience in 2 or 4 wheeler Technical Support &amp; Service engineering function.
 
 
 ● Expertise in using diagnostic applications and tools
 
 
 ● Hands on experience in using Oscilloscope, Telematics &amp; Dataloggers will bean added advantage
 
 
 
 
 
 
 Key Roles &amp; Responsibilities:
 
 
 
 
 
 
 ● Oversee and ensure smooth functioning of multiple Ola Electric service centers in the assigned area.
 
 
 ● Lead, mentor, and monitor Service Managers, Advisors, and Technicians to achieve operational and customer satisfaction KPIs.
 
 
 ● Ensure prompt resolution of customer complaints, monitor feedback, and maintain high NPS (Net Promoter Score).
 
 
 ● Ensure all repairs, maintenance, and warranty work adhere to company SOPs, safety protocols, and legal compliance requirements.
 
 
 ● Analyze service data, productivity metrics, and cost efficiency; create action plans for improvement.
 
 
 ● Monitor spare parts usage, maintain optimal stock levels, and minimize wastage or pilferage.
 
 
 ● Identify skill gaps, coordinate technical training, and develop service staff to meet evolving EV technology needs.
 
 
 ● Work closely with Product, Quality, and Central Service teams for escalations, feedback, and continuous process improvement.
 
 
 ● Ensure adequate staffing at all service centers, approve rosters, and address attrition challenges.
 
 
 ● Prepare regular performance reports and present updates to the Regional Service Manager.
 
</div>

Area Service Manager

<div>
 
 We&rsquo;re hiring a sharp, trusted operator to amplify the Founder/CXO&rsquo;s impact. This is mission control for executive effectiveness &mdash; not just calendar management, but shaping priorities, driving decisions to closure, and building scalable systems that free the leader to focus on strategy and company building.
 
 
 What you&rsquo;ll own
 
 <ul>
 <li>
 Calendar, travel &amp; externals: Run the CXO&rsquo;s calendar end-to-end &mdash; scheduling, prep, and de-conflicting. Manage travel, external meetings, events, and visitor protocols with zero misses.
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 Agenda &amp; priorities: Translate the CXO&rsquo;s vision into a clear weekly agenda that balances strategic focus with operational must-dos.
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 Information flow &amp; decisions: Filter noise and surface signal &mdash; produce concise decision memos, one-page briefs, and recommended options.
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 Follow-through &amp; accountability: Pull inputs from Product, Ops, Finance, HR, and Investors; log decisions, track closure, and hold teams accountable.
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 Communication: Draft high-impact emails, investor notes, and leadership communications in the Founder&rsquo;s voice.
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 Systems &amp; bandwidth: Build lightweight trackers, dashboards, and processes to scale the CXO&rsquo;s effectiveness.
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 Special projects: Drive ad-hoc confidential or strategic projects requiring quick synthesis, stakeholder alignment, and execution.
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 </ul>
 
 Who you are
 
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 2&ndash;5 years in operations, program management, or executive assistant at a Founder/CEO office.
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 Degree in business, commerce, economics or related field
 </li>
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 Thinks on feet under ambiguity; makes sound calls with imperfect data.
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 High integrity, strong work ethic, discreet and resilient.
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 Flawless on basics: calendar, follow‑ups and note discipline.
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 Tech‑savvy: comfortable with calendar automation, task trackers, collaborative docs, dashboards and basic automation tools.
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 Strong written communication and high EQ; able to manage senior stakeholders calmly.
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 </ul>
 
 What success looks like (6&ndash;12 months)
 
 <ul>
 <li>
 CXO&rsquo;s effective bandwidth doubles; more time for strategy, less firefighting.
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 Calendar reflects strategic priorities, not noise.
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 Decisions documented and closed reliably; teams deliver with fewer nudges.
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 Measurable time saved through systems and automations.
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 </ul>
 
 Why join
 
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 Front-row seat to how a leader builds and leads.
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 Full-company exposure: product, ops, finance, HR, investors.
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 Sharpened judgment: prioritization, communication, decision-making under pressure.
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 Network and trust capital: direct credibility with top leaders and investors.
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 </ul>
 
 Ola Electric is an equal‑opportunity employer. Only shortlisted candidates will be contacted.
 
</div>

Operations Executive - (CXO Office)

Join Ola Electric and explore 4   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Ola Electric

ABOUT_COMPANY

Head of Service Operations

Area Service Manager

Area Service Manager

Operations Executive - (CXO Office)