EV Service Operations Manager

Join Sony Honda Mobility of America Inc.

Sony Honda Mobility of America Inc. is a proud subsidiary of Sony Honda Mobility Inc., a 50/50 joint venture between Sony and Honda, headquartered in Tokyo, Japan. Our American headquarters in Culver City, California, established in March 2023, is at the forefront of bringing the innovative electric vehicle, AFEELA, to the US market. AFEELA embodies the essence of "FEEL," creating an interactive relationship where people and mobility connect through advanced sensing and network technologies.

At Sony Honda Mobility of America, we are dedicated to moving people through innovative solutions inspired by diversity. Join us in shaping the future of mobility with creativity, technology, and a commitment to excellence. Apply now to make a difference!

Position Summary

Sony Honda Mobility of America (SHMA) is seeking a strategic and customer-obsessed Service Operations Manager to lead the development and execution of AFEELA’s after-sales service experience. Backed by the innovation of Sony and the automotive legacy of Honda, AFEELA is redefining what it means to serve the EV customer—from day one of ownership through long-term care.

This role is responsible for building the end-to-end service operations framework, including infrastructure planning, customer retention strategy, service readiness, and continuous improvement. You’ll work cross-functionally across engineering, customer experience, digital, warranty, and field teams to ensure SHMA is operationally prepared for the successful launch and long-term support of the AFEELA brand.

If you're passionate about building new service frameworks, know what it takes to operationalize EV repair networks, and want to shape the future of mobility service delivery, this is your opportunity to lead from the ground up.

Job Responsibilities

• Build after-sales operations based on the AFEELA customer experience, whether holistically or by owning specific service touchpoints.
• Develop and execute strategies to retain customers post-purchase, including proactive service programs and digital engagement.
• Define and implement methods to measure customer satisfaction, analyze data, and lead cross-functional initiatives to improve results.
• Design and operationalize AFEELA’s EV repair and serviceability strategy, collaborating with engineering and product development teams.
• Define service process flows, documentation, and standards to support scalable field and partner execution.
• Plan for service capacity, tooling, training, and high-voltage safety readiness across all touchpoints.
• Build strong partnerships with service providers, training vendors, and technical teams to ensure consistent, on-brand customer care.
• Develop and maintain operational KPIs, dashboard reporting, and continuous improvement frameworks.
• Support warranty policy development, cost containment strategies, and post-sale escalation procedures.
• Act as a key contributor to launch readiness activities, internal service simulations, and post-launch scaling.

Qualifications for Position

Required

• 6+ years of experience in automotive service operations, after-sales strategy, or fixed ops leadership.
• Direct experience planning or scaling EV service programs or launching service support for new vehicle lines.
• Strong knowledge of customer satisfaction programs, NPS, and VOC strategies.
• Ability to work cross-functionally across engineering, warranty, training, and customer support teams.
• Hands-on experience building or refining service processes, SOPs, and repair readiness programs.
• Proficiency with Microsoft Office, Google Workspace, and project management tools.
• Excellent verbal and written communication, with a strong analytical and execution mindset.
• Willingness to travel to partner sites or support field readiness activities as needed.

Preferred

• Experience working with or managing EV-specific service processes, diagnostics, or high-voltage safety systems.
• Familiarity with dealer/service networks, service system platforms (DMS), or digital support tools.
• Previous work in a startup or launch-phase OEM, especially in EV, mobility, or premium automotive sectors.
• Background in technical documentation, warranty policy, or service engineering.
• Bilingual in Japanese or Spanish is a plus.

Additional Details

• Work Arrangement: Primarily on-site in Culver City, CA, transitioning to Torrance, CA in Fall 2025.
• Travel Requirements: Occasional domestic travel required for vendor site visits, field readiness support, or training coordination.
• 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 $120,000-$130,000. 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. 

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