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Aftersales Market Manager, San Francisco
This home based candidate must live in the San Francisco Metropolitan Area.
The Volvo Car Aftersales Market Manager (San Francisco) is a multifaceted role responsible for providing in-retailer support to ensure corporate programs and processes are consistently implemented and operating at a high level. This position drives customer experience (CX), parts, accessories, and repair order revenue growth, while supporting retention objectives across the market. Through data analysis and process improvement, the role enhances retailer operations, improves client satisfaction, and helps achieve service satisfaction (SSI) targets. Key responsibilities include monitoring and managing business metrics such as warranty expense, training compliance, technical workshop requirements, and overall retailer performance in repair orders and part sales. These efforts collectively support profitable aftersales operations while elevating the customer service experience. The position is home-based in the San Francisco, California metropolitan area.
What you'll do
Primary Responsibilities
- Drive market performance against parts, accessories, repair order growth, and customer retention objectives.
- Analyze retailer performance data and identify opportunities to improve operational processes and business outcomes.
- Partner with retailers to improve customer experience, service satisfaction, and overall aftersales performance.
- Streamline retailer communications and prioritize urgent action items that support corporate programs and field execution.
- Monitor and manage key business metrics, including warranty expense, training compliance, technical workshop requirements, repair order performance, and parts sales performance.
Major Areas of Focus
- Conduct operational analysis visits to assess retailer strengths, opportunities, risks, and performance gaps, with focused support for lowest-performing retailers.
- Support retailer implementation and sustained use of key service processes, including tablet check-in, multipoint inspection, technician video, declined service follow-up, and related customer engagement tools.
- Work with retailers to improve customer-pay retention, Overall Service Satisfaction (OSAT), and days to appointment, helping maximize retailer profitability and customer satisfaction.
Required Qualifications
- 5+ years’ experience in retail or wholesale automotive operations with a proven track record of success.
- Bachelor’s degree or equivalent experience in automotive operations, preferably with a focus on fixed operations.
- Ability to travel more than 75%, including regular retailer visits across the assigned market.
What you'll bring
Key Competencies/Abilities
- Ability to influence change, build retailer engagement, and overcome objections in support of business priorities.
- Strong time management skills, including the ability to prioritize high-impact activities and remain focused on defined goals.
- Ability to run reports, interpret data, and develop retailer action plans that support corporate programs and achieve targeted outcomes.
- Strong written and verbal communication skills.
- Strong analytical skills, attention to detail, work ethic, teamwork, and ability to meet tight deadlines.
Salary Range
• $107,659 to $142,798
Compensation is determined based on experience, qualifications, internal equity, location and company guidelines
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