Aftersales Operations Analyst

About BYD

BYD is a high-tech company devoted to technological innovations for a better life. BYD is dedicated to providing zero-emission energy solutions.

As a leading battery-electric zero-emission vehicle (ZEV) manufacturer, BYD has created a broad range of battery-electric, hybrid-electric, and internal combustion (IC) passenger vehicles. Developing electric vehicles that are intelligent and connected, BYD is inaugurating a new age of automotive innovation featuring a sleek design and an innovative user experience.

About The Role

The Aftersales Operations Analyst plays a critical role in supporting the Service Operations and Service Quality functions to drive service excellence, optimize network performance, and enhance customer satisfaction across the BYD dealer and service network.

This role is responsible for analyzing aftersales performance, supporting the development and implementation of strategic projects, and delivering data-driven insights to improve operational efficiency and customer outcomes. The position also ensures robust post-implementation measurement frameworks are in place to track success and inform continuous improvement initiatives.

Key Responsibilities

• Business Analysis & Reporting
• Analyze aftersales performance data including organizational (Aftersales) KPIs, Network performance metrics, customer satisfaction scores, and operational efficiency indicators.
• Develop reports, and visualizations to provide actionable insights to stakeholders.
• Develop and prepare monthly internal presentations for Senior leadership meetings.
• Identify trends, risks, and opportunities to improve service delivery and network performance.
• Support forecasting and demand planning activities related to service operations.
• Provide key support to both Service Operations & Service Quality Teams on major project work.
• Service Operations Support
• Support the development and optimization of service processes, policies, and standards.
• Support bulletin preparation and Network communication release.
• Assist in identifying gaps in service excellence capability across the dealer network and support recommend improvements.
• Collaborate with cross-functional teams including Parts, Warranty, Technical Support, and Customer Experience.
• Support Roadside Assistance report and reconciliation requirements
• Service Quality & Customer Experience
• Analyze customer feedback, including NPS and satisfaction surveys, to identify key drivers of customer experience.
• Support initiatives that enhance customer-centric service delivery across all touch points.
• Monitor service quality performance and compliance with BYD standards.
• Contribute to continuous improvement programs focused on service excellence.
• Support our Service Quality Team in the development / refine of Service Strategy.
• Project Management & Implementation
• Support the planning, development, and rollout of major aftersales projects and initiatives.
• Coordinate with internal stakeholders and external partners to ensure successful implementation.
• Track project milestones, deliverables, and risks.
• Assist in change management activities, including communication and training support.
• Post-Implementation Evaluation
• Design and execute post-implementation measurement frameworks.
• Evaluate project outcomes against defined KPIs and business objectives.
• Provide insights and recommendations to optimize future initiatives.
• Document lessons learned and best practices.
• Data Governance & Systems
• Ensure data accuracy, integrity, and consistency across aftersales systems.
• Support system enhancements, upgrades, and integration projects.
• Work with IT and digital teams to improve reporting tools and data accessibility.

Key Stakeholders

• Aftersales Leadership Team
• Service Operations & Service Quality Teams
• IT Operations
• Global HQ – Key Aftersales Teams
• Customer Experience / CX Team
• IT & Data Analytics Teams

Skills & Experience

Essential

• Degree in Business, Analytics, Accounting, Project Management or related field
• Experience in business analysis, preferably within automotive or after sales/service environments
• Strong analytical and problem-solving skills
• Advanced proficiency in Excel and data visualization tools (e.g., Power BI, PowerPoint)
• Experience in project coordination or project management
• Excellent stakeholder engagement and communication skills

Desirable

• Experience in automotive OEM
• Knowledge of service operations, Aftersales processes
• Understanding of customer experience metrics (e.g., NPS)

Key Competencies

• Data-driven decision making
• Attention to detail
• Stakeholder collaboration
• Continuous improvement mindset
• Adaptability in a fast-paced environment

HOW TO APPLY

If you believe you are a good fit for the role, please don't hesitate to click on APPLY and submit your updated resume.

BYD Australia is under rapid expansion with plenty more opportunities to arise. If you are ready to make the most of everything you’ve learned so far, be challenged, work together with industry leaders, and be a part of a supportive and vibrant team, then BYD is ready for you.