Senior Manager, Service Operations

Title: Senior Manager, Service OperationsStatus: Full TimeDepartment: Service OperationsReports to: Director, Field Operations, Network Development & CXYamaha Motor Corporation (“YMC”) is a publicly listed Japanese Corporation in the business of manufacturing and distributing recreational products to dealers and customers around the world. YMC is a Kando creating company; “offering more excitement and a more fulfilling life for people”.Yamaha Motor Canada Ltd (“YMCA”) is a subsidiary of YMC, responsible for distributing Yamaha Motor products to Canadian dealers and consumers. YMCA’s Vision is to “Create Lifelong Memories by Connecting People through Unique Canadian Outdoor Experiences”. YMCA executes its day-to-day activities in reference to its defined values, “Be Inclusive”, “Think Customer”, “Own it”, “Innovate Now”, “Trust & Integrity”, “Be Agile”, and “Drive results”.The Senior Manager, Service Operations will be responsible for leading and overseeing all aspects of Yamaha Motor Canada Ltd.’s (YMCA) service operations, including dealer technical training, in-field technical support, and the warranty administration/compliance departments.Plays an integral role in establishing Service as a Strategic Profit Centre, continually improving customer retention/loyalty in service, parts & accessories, and unit sales.Plays a key role in setting strategic departmental priorities, leading projects & initiatives, ensuring exceptional service quality, providing top-tier customer satisfaction, and enhancing overall operational efficiencies.This leadership role requires a combination of strong operational expertise, strategic thinking, and team leadership skills. Empower, guide, and support internal/external management and staff towards success.Key Duties & ResponsibilitiesLeadership & Team ManagementLead and manage a diverse team of technical support staff, training professionals, and warranty administrators to foster a culture of high performance, efficiency, and productivity.Establish a collaborative and positive working environment, promoting teamwork, personal accountability, and professional development.Focus and commitment to departmental succession planning.Provide ongoing mentorship, guidance, and regular performance feedback.Lead by example to create a culture of excellence and continuous improvement.Strategic Planning & ExecutionDevelop and implement the service department’s strategic vision and goals in alignment with YMCA’s mid- and long-term business plans.Continually identify opportunities for organizational and operational optimization and improvement to enhance service levels: response times, issue resolution, dealer satisfaction, and customer retention.Set and manage key performance indicators (KPI’s) for all service-related functions and ensure clear and consistent tracking, monitoring, and accountability.Collaboration & Cross-Functional SupportWork closely with all internal and external stakeholders, including dealers, customer care, dealer support team, and Sales & Marketing product group vertical teams - Motorsports & Marine.Ensure concise communication and feedback through collaboration within the division and with Dealers through daily and timely interaction with internal and external customers, staff, and executive team.Co-chair the Fixed Operations Dealer Advisory Committee.Compliance & ReportingMaintain, amend and effectively administer policies, including communication with the factories and outside sources.Strict maintenance of documentation to satisfy internal and external governance.Meet both local market and Global reporting responsibilities through accurate and timely report generation.Ensure programs, policies, and products are presented to the dealer body in a unified, clear & professional manner.Budget ManagementDevelop, oversee and manage departmental budget, ensuring resources are allocated effectively.Monitor and control costs within the department while maximizing operational efficiencies.Education Requirements and/or Experience RequirementsDegree/Diploma: Degree/DiplomaProgram of Study: Business, Automotive or related fieldYears of Experience: 5-10 years preferredType of Experience: Retail and OEM Service functionsSkills & AbilitiesProven record of success leading, building and motivating service-centric teams in Powersports, Automotive or related fieldStrategic thinking and problem-solving capabilitiesAdvanced knowledge and understanding of Customer retention and loyalty practicesRetail service operations and KPI managementWarranty Administration and Regulatory Compliance laws and processesAdvanced knowledge of Dealer Management systems data structuresStrong customer-centric approachAbility to manage budgets, financials, and resource allocation effectivelyAppropriate competence with MS Office suite of products for executive level analysis, report preparation and presentation abilityBilingual (English/French) would be an assetYamaha Motor Canada Ltd. welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. #J-18808-Ljbffr