Technical & Domain Expert Aftersales and Senior program Manager

Key Tasks, Responsibilities & Project areas:

• Work with 360 degree of stakeholders from reporting teams to peers to managers & with partners to build a compelling ecosystem for aftersales connecting process, product & digitalization.

• Partner with stakeholders to identify what can be simplified, develop a modernization plan, and lead teams in executing it while building their knowledge and capabilities.

• Develop and maintain an end-to-end understanding of the aftersales systems architecture to innovate and drive changes that simplify integrations, workflows, and data flows.

• Collaborate with aftersales markets across service contracts, warranty, diagnostics, and parts to align practices and improve outcomes.

• Work closely with IT and Data teams to create synergies across platforms, integrations, and master data, establishing a cohesive aftersales ecosystem.

• Bring relevant, latest technology trends to aftersales and maintain an overview of the cloud and data ecosystem that underpins the infrastructure.

• Apply GenAI to ticketing systems; assess and learn existing models and algorithms that support aftersales and implement improvements to increase efficiency while adhering to responsible AI practices.

• Collaborate with global teams at MBT and DTNA to drive synergy, simplification, and appropriate globalization, while ensuring necessary regional autonomy.

Key Skills:

• Aftersales process mastery: Deep, end-to-end understanding of aftersales operations with the ability to design, standardize, and continuously improve processes to enhance customer outcomes and efficiency.
• Enterprise IT fluency: Strong command of cloud platforms, infrastructure, enterprise applications, and data architecture; adept at integrating systems and leveraging data to inform decisions and drive automation.
• Applied GenAI excellence: Skilful in designing and deploying GenAI solutions within the native enterprise environment to augment knowledge, streamline workflows, and improve service KPIs—grounded in responsible AI practices.
• Strategic storytelling and communication: Exceptional ability to articulate complex concepts clearly, craft compelling narratives, and influence stakeholders to align strategy and execution.
• People leadership and team cultivation: Proven capacity to connect, inspire, and develop teams; lead by example, foster psychological safety and ownership, and build a culture of collaboration and continuous improvement.