Director - Service Operations and EV Strategy

Establishes vision, strategy, and metrics for Service Operations Group which includes Retailer Claims Support Helpline & Operations teams, Service Engineering Center (SEC), Remanufacturing Quality, Service Project Engineering, and Publications. Provides leadership and performance feedback to staff in compliance with all departmental/corporate objectives, policies, and goals. Ensures that key performance indicators (KPIs) are developed and met, and that ongoing training, quality of services, and deployment of staff meet departmental objectives.

Leads in defining business policies, processes, and objectives for assigned groups. Identifies and leads initiatives to address warranty cost optimization, environmental reporting, and compliance with claims policies and procedures to maximize owner satisfaction, retention, and retailer engagement.