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Lucid Motors · 1 week ago

Sr. Manager, Service Operational Excellence

Newark, CA

Full-time

Hybrid

Senior Level, Lead/Staff

$158K/yr - $231K/yr

12+ years exp

Lucid Motors is a leader in luxury electric vehicles, aiming to elevate the human experience through innovative design and technology. They are seeking a Sr. Manager, Service Operational Excellence to enhance the operational performance of their service network, ensuring high-quality service delivery and process improvements.

AutomotiveAutonomous VehiclesElectric VehicleTransportation

Responsibilities

Lead operational excellence reviews by conducting audits and performance assessments at service centers to evaluate execution, KPI attainment, and adherence to standardized tools and processes

Partner with field and regional leadership to implement targeted improvement plans, drive accountability, and sustain operational maturity across the network

Identify and close gaps in SOP documentation, clarity, or adoption, providing actionable feedback to corporate teams and co-developing missing procedures when necessary

Act as a coach and consultant to service-center and regional teams, promoting best practices in workflow, quality, and customer handling

Track tool and process adoption, identifying barriers to usage and partnering cross-functionally with IT, Training, and Product to resolve friction points

Leverage CRM insights and behavioral data to shape retention strategies, lifecycle marketing campaigns, and personalized service-reminder or loyalty communications

Collaborate with Marketing, Sales, IT, Retail Development, Data Science, and Service Operations to align field activities with customer-engagement programs that drive repeat service visits, recall completions, and long-term loyalty

Translate field and customer insights into actionable improvements that inform product development, service programs, and training design

Define KPI’s, develop dashboards and executive reporting and presentations that highlight service performance, campaign results, and customer-experience trends on a weekly, monthly, and quarterly basis

Champion customer-centric operational behaviors that reinforce quality, empathy, and consistency at every service touchpoint

Qualification

Automotive service operationsCRM systemsService-center KPIsAdvanced MS OfficeOperational auditsData analysisCoaching skillsPassion for EVsLean Six SigmaInterpersonal skillsPresentation skills

Required

12+ years of experience in automotive service operations, aftersales program management, or customer-experience leadership, ideally within a luxury or EV brand

Advanced MS Office fluency specifically in Excel and PowerPoint

Demonstrated success influencing without direct authority across multi-site or matrixed organizations

Deep understanding of service-center KPIs, process design, and digital-tool integration

Hands-on experience with CRM systems (Salesforce or equivalent) and leveraging data for customer-retention or lifecycle-marketing initiatives

Proven ability to conduct operational audits, identify compliance and performance gaps, and build scalable SOP frameworks

Strong analytical and storytelling abilities; proficiency in Tableau, SQL, or equivalent tools preferred

Excellent interpersonal, coaching, and executive-presentation skills

Passion for luxury EV ownership, service innovation, and sustainable mobility

Willingness to travel as needed to Service locations in North America