Operations Manager

The Operations Manager – Service will be responsible for managing the daily service operations of XAD's Auto Division. The role will focus on customer intake, service scheduling, job card management, quotation coordination, customer approvals, CRM follow-up, complaint handling, service delivery coordination, invoicing support, and overall service workflow control.

The Operations Manager – Service will act as the main coordination point between customers, the Maintenance Manager, workshop team, admin team, CRM team, procurement, and finance. The role must ensure that customers receive timely updates, jobs are properly tracked, approvals are documented, and service commitments are achieved.

Manage day-to-day service operations from customer request, appointment scheduling, vehicle/job intake, job card opening, service tracking, and final delivery.

Ensure customers receive timely updates on inspections, estimates, approvals, repair status, delays, complaints, and delivery timelines.

Ensure every job is properly recorded, tracked, updated, approved, completed, closed, and handed over with full documentation.

Coordinate with the Maintenance Manager and Maintenance Supervisor for inspection updates, diagnosis, parts requirements, repair timelines, technical issues, and completion status.

Ensure estimates are prepared accurately, shared with customers on time, followed up properly, and approved before work execution.

Maintain proper CRM records for leads, customer history, complaints, follow-ups, service reminders, and repeat business opportunities.

Manage customer complaints professionally, coordinate corrective actions, and escalate critical issues to the Manager – Auto Division.

Coordinate with admin and finance for invoices, customer approvals, delivery notes, payment status, and billing clearance before job release.

Track service volumes, pending jobs, delayed jobs, customer approvals, completed jobs, lost opportunities, complaints, and revenue pipeline.

Submit regular reports to the Manager – Auto Division on daily operations, service status, pending approvals, customer issues, billing status, and key bottlenecks.

• 5+ years of experience in automotive service operations, service advisory, customer service management, workshop coordination, or fleet service operations.
• Minimum 2 years in a supervisory or operations coordination role.
• UAE automotive service or workshop experience preferred.
• Strong experience in customer handling, job cards, service estimates, approval follow-ups, complaint resolution, and service delivery.
• Good understanding of workshop workflow, repair timelines, spare parts coordination, invoicing, and CRM discipline.
• Experience dealing with retail customers, corporate customers, fleet customers, technicians, suppliers, and internal support departments.

• Bachelor's Degree or Diploma in Business Administration, Automotive Service Management, Mechanical Engineering, Operations Management, or related discipline preferred.
• Technical automotive qualification will be an advantage.
• Candidates with strong service operations experience and customer handling capability may also be considered.

• Service Operations:
  Strong understanding of customer intake, job cards, estimates, approvals, workflow tracking, and delivery control.
• Customer Management:
  Ability to communicate clearly with customers and manage expectations professionally.
• CRM Discipline:
  Ability to maintain accurate customer records, follow-ups, service history, and complaint logs.
• Coordination:
  Ability to coordinate between service desk, maintenance team, admin, procurement, and finance.
• Documentation:
  Strong control over job cards, quotations, approvals, invoices, delivery notes, and customer sign-offs.
• Problem Solving:
  Ability to resolve service delays, customer complaints, approval issues, and operational bottlenecks.
• Reporting:
  Ability to prepare daily and weekly service reports, pending job reports, and escalation summaries.
• Commercial Awareness:
  Understanding of service revenue, estimate conversion, billing, payment clearance, and customer retention.
• Time Management:
  Ability to manage multiple jobs, priorities, customer commitments, and delivery deadlines.

• Service Volume:
  Number of customer requests, job cards opened, and jobs completed.
• Job Card Accuracy:
  Job cards opened, updated, and closed with complete documentation.
• Customer Updates:
  Active customers updated within agreed service timeline.
• Estimate Conversion:
  Percentage of estimates converted into approved jobs.
• Approval Follow-up:
  Pending customer approvals followed up and tracked daily.
• Job…