Service Quality Strategist

Role: Service Quality Strategist Location: IBC Knowledge Park, Bengaluru Reporting to: Lead of Service Quality & Planning Team name: Service Quality & Planning team About the Team and the Role The Service Quality & Planning team at Ather is responsible for ensuring service excellence, setting process standards, and driving continuous improvement initiatives across our retail and service networks. This role is for a Service Quality Strategist who will drive service-quality initiatives, manage training needs, optimize diagnostic operations, and lead continuous-improvement programs to enhance customer satisfaction. Responsibilities Ensure retail partners achieve maximum first-time-right resolutions and maintain SOP adherence. Analyze service-quality deficiencies, build a TNI database, and drive closure with the training team. Equip retail partners with correct technical knowledge, tools, and maintain nationwide calibration consistency. Lead service productivity projects and "Tech Tuesday" quality initiatives to improve overall service execution. Drive initiatives to reduce NPS detractors, minimize warranty escalations, revisits, and RSAs. Own continuous-improvement programs including 5S, Kaizen, and diagnostic-tool deployment and usage management. Manage DMS activation for warranty and CAFV while driving claims to timely closure. Coordinate parts shipments and manage battery rework and replacement operations end-to-end. Experience and Qualifications Bachelor’s degree in Engineering 5+ years of after-sales service, quality or operations experience—ideally in automotive or EV domains Must Have Competencies Deep expertise in service-operations management, root-cause analysis, and continuous-improvement frameworks (Lean/Six-Sigma, 5S, Kaizen). Proficiency in advanced data analysis (Excel, BI tools) to derive actionable service quality insights. Hands-on knowledge of automotive diagnostic tooling, calibration practices, and basic battery-systems management. Expertise in warranty and claims workflows using DMS/ERP systems, including logistics coordination. Good to have Competencies Experience in training-needs analysis, curriculum design, and train-the-trainer delivery execution. Competency in project management, stakeholder engagement, and risk mitigation strategies. Experience in multi-stakeholder program delivery and vendor management within after-sales networks. Knowledge of customer-centric process modeling to reduce NPS detractors and service revisits. Want to know more? At Ather, we’ve built India’s first intelligent scooter, from scratch. Based on the philosophy of clean design and smart technology, we are transforming the urban commute experience. We are expanding in India, and in the coming years, we look forward to scaling up and launching more products globally. Today, our product offerings include the Ather 450X, 450S, 450 Apex, and Rizta. Beyond the product, we are also setting up an extensive charging network and re-imagining end-to-end ownership experience. To know more, check out our Careers site and our Substack. Be You, With Us The Ather story doesn't write itself - our people do. We believe everyone is equal, but not the same. Diversity is our strength, and building an inclusive and equitable workplace begins with acknowledging and embracing our differences. We are an equal opportunity employer, and our team reflects a wide range of identities, experiences, and perspectives - all united by a shared passion to shape the Ather journey.