Director of Service Operations

About Tweddle Group

For over 70 years, Tweddle Group has been a trusted partner to the world’s leading automotive and mobility companies. We specialize in technical authoring, service content, digital publishing, customer support solutions, and aftermarket services. Our culture is built on innovation, teamwork, and a passion for solving complex problems for our clients.

At Tweddle Group, employees enjoy:
- Opportunities to work on cutting-edge projects with OEMs.
- A collaborative environment where new ideas are welcomed.
- Professional growth through mentorship and career development.
- The stability of a global CJK Group company with the agility of an entrepreneurial team.

Role Overview

The Director of Service Operations will lead customer service, field support, and parts logistics for emerging automotive manufacturers. This role combines hands-on execution with strategic leadership—building processes, managing remote technician networks, and ensuring an excellent customer experience.

Key Responsibilities
- Operational Leadership – Build and oversee end-to-end service operations, ensuring efficiency and customer satisfaction.
- Remote Field Team Management – Recruit, train, and lead a distributed network of field service technicians.
- Spare Parts Inventory & Logistics – Establish warehousing, inventory control, and logistics strategies.
- Customer & Field Support Hub – Launch and manage call center operations for inquiries, warranty support, and technician dispatch.
- Cross-Functional Collaboration – Partner with engineering, product, and content teams to relay field data and support rollouts.
- Regulatory Compliance & Quality Assurance – Maintain compliance and oversee warranty claims, safety, and service quality.
- Performance Metrics & Reporting – Track KPIs and drive continuous improvement.
- Talent Development – Coach and mentor service teams, instilling a customer-first culture.

Strategic Initiatives
- National Service Network Planning – Establish a nationwide service infrastructure, including partner identification, recruitment, and onboarding in key markets.
- Service Partner Development & Certification – Build training curricula and certification programs, ensuring technicians and facilities meet service standards.
- Infrastructure & Systems Integration – Implement centralized parts distribution, inventory systems, CRM platforms, and warranty processes.
- Operational Support & Network Management – Deliver partner support structures, technical assistance, field deployment, and compliance monitoring.

Qualifications
- 7+ years in automotive service operations (OEMs, dealer networks, or fleet operations).
- Success managing remote or field-based service teams.
- Strong knowledge of service logistics, parts inventory, and call center management.
- Experience building scalable service operations.
- Expertise in national service network planning, service partner certification, systems integration, and operational support.
- Excellent leadership, organizational, and budgeting skills.
- Ability to thrive in fast-moving, entrepreneurial environments.

Why Join Tweddle Group?
This is a chance to shape how emerging automotive brands deliver service excellence. You’ll directly influence customer satisfaction and help define the future of mobility support.

 

Tweddle Group is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

 

If you need assistance or a reasonable accommodation to apply for employment, please contact the location HR at (586) 307-3700 or hr@tweddle.com.