Manager, Customer Service Operations

About the Job

Sony Honda Mobility of America Inc, based in Culver City, CA, is a subsidiary of Sony Honda Mobility Inc headquartered in Tokyo, Japan. As a 50/50 joint venture between Sony and Honda, SHM was established in Japan on September 28th, 2022, with over 200 employees in Tokyo. Sony Honda Mobility of America, situated in Culver City, California, was established in March 2023, where our dedicated team is working on introducing the electric vehicle, AFEELA, to the market. AFEELA embodies the essence of "FEEL," central to the mobility experience, fostering an interactive relationship where people "FEEL" mobility as an intelligent entity, and mobility reciprocates by "FEELing" people and society through sensing and network IT technologies. Our mission is to move people through innovative solutions inspired by diversity.

Position Summary

Sony Honda Mobility of America (SHMA) is seeking an experienced and customer-focused Manager, Customer Service Operations to lead and oversee customer service programs for AFEELA electric vehicles at our Culver City, CA office (Sony Pictures Studio Lot) until our Southern California Delivery Center is completed in fall 2025. Once the Delivery Center is complete, this role will be based in Torrance, CA. This role is responsible for designing, implementing, and managing service operations including general repairs, maintenance, and bodywork for EVs, ensuring a seamless and efficient customer experience.

The ideal candidate will have direct experience in electric vehicle (EV) servicing and a strong background in automotive customer service and repair operations. This role involves building and managing relationships with third-party service providers, optimizing service processes, and ensuring customer inquiries and repairs are handled promptly and professionally. This is a strategic leadership role that will influence SHMA's approach to EV customer service, repair operations, and service excellence.

Job Responsibilities

• Develop and execute customer service strategies to enhance the customer experience and ensure operational efficiency for EV service operations.
• Establish and manage service operations for: periodic inspections, general and warranty repairs, body and paint repairs, and high-voltage battery repairs.
• Oversee third-party service providers to ensure high-quality service delivery, adherence to standards, and cost efficiency.
• Create and implement escalation protocols to resolve customer issues effectively and improve response times.
• Monitor key performance indicators (KPIs) such as customer satisfaction, repair turnaround time, and service quality, with a focus on EV-related performance.
• Collaborate with cross-functional teams including Sales, Delivery, and Order Operations to align customer service processes with business objectives.
• Analyze customer feedback and operational data to identify trends and drive continuous improvement in EV service operations.
• Ensure compliance with SHMA's service and repair standards, industry regulations, and customer satisfaction benchmarks.
• Manage budgets and expenses related to service operations and vendor contracts.
• Develop and manage the customer journey by identifying and addressing pain points in the EV service and repair process.
• Train, lead, and mentor the customer service team, fostering a customer-first culture and improving team performance.
• Partner with product and engineering teams to provide customer feedback on product performance and service improvements.
• Ensure high-voltage safety training and compliance with EV repair standards and protocols.

Qualifications for Position

Required

• Bachelor's degree in Business, Automotive Management, Engineering, or a related field or a combination of education and work experience.
• 7+ years of experience in customer service operations, with at least 3 years in the EV or automotive industry.
• Direct experience managing EV service operations including battery repair, high-voltage components, and charging infrastructure.
• Strong understanding of automotive repair methods, EV-specific servicing, and customer service best practices.
• Experience working with and managing third-party service providers.
• Excellent communication and interpersonal skills with the ability to engage with customers, internal teams, and external partners.
• Strong analytical and problem-solving skills with the ability to develop data-driven solutions.
• Proven leadership skills with experience building and managing high-performing teams.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and customer service platforms.

Preferred

• Experience with high-voltage EV battery systems and associated safety standards.
• Background in body and paint repair operations in an automotive setting.
• Familiarity with connected car technologies and digital service platforms.
• Experience managing CRM and customer engagement platforms.
• Knowledge of warranty processes and customer service in a high-volume automotive environment

Additional Details

• Location Transition: Initially based in Culver City, CA, then moving to Torrance, CA once the Southern California Delivery Center is completed in Fall 2025.
• Travel Requirements: Occasional travel may be required to support service operations and vendor relationships.
• Visa Sponsorship: Not available for this position.

Benefits

• Comprehensive medical, dental, and vision benefits
• Flexible Working Policy
• Paid parental leave
• 401k Program
• "Take What You Need" time off policy, with a minimum of 15 days off per year, and holiday breaks
• Yearly bonuses (subject to eligibility)
• Company phone (subject to eligibility)
• Company swag
• A brand new laptop and monitor
• Special discounts on Sony products
• Learning and Development quarterly stipend
• More to come!

The anticipated annual base salary for this position is $80,000-$120,000. This range does not include any other compensation components or other benefits that an individual may be eligible for. The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Sony Honda Mobility of America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, sex (including pregnancy), gender, national origin, citizenship, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.

Disability Accommodation for Applicants

Sony Honda Mobility of America provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. For reasonable accommodation requests, please contact us by email at SHMA-Recruiting@sony-honda-mobility.com Please indicate the position you are applying for.