Sr. Manager of After-Sales Operations

Noovo is redefining van life through design, comfort, and craftsmanship. Built on premium chassis with European-inspired interiors, every Noovo van is designed to feel like home wherever the road leads. Headquartered in Las Vegas, Noovo is one of the fastest-growing lifestyle vehicle brands in the U.S., known for its modern aesthetic, transparent process, and authentic community of travelers who choose to live differently.

Role Summary The Sr. Manager of After-Sales Operations leads and scales Noovo’s after-sales service organization. This role owns service structure, performance, and warranty execution, serving as the escalation point for critical issues while ensuring fast, consistent resolution and a premium owner experience.

Key Responsibilities Lead the after-sales organization, including service coordinators, mobile technicians, and partners Define SOPs, KPIs, and governance; establish regular executive reporting Optimize processes Act as escalation point for complex service and warranty issues Support capacity planning and workload balancing Manage a current team of 2 Service & Warranty Execution Own end-to-end service and warranty workflows, from intake to closure Ensure cases meet SLAs and are fully documented Oversee technician dispatch, service partners, and parts logistics Monitor core KPIs (response time, resolution time, backlog, cost, first-time fix rate) Identify recurring issues and provide actionable feedback to Production and Engineering Support root-cause analysis, corrective actions, recalls, and manufacturer bulletins Manage relationships with key component manufacturers Systems, Data & Reporting Own HubSpot Service Hub and Monday.com Ensure data accuracy, reporting, and compliance Provide visibility into service performance, warranty costs, and trends Owner Experience Ensure after-sales execution supports a premium, frictionless owner experience. Qualifications Demonstrated ability to manage and develop a team Foster collaborative relationships and increase customer satisfaction Superior ability drives favorable outcomes through strategic negotiations 8 years or more in the Claim/Warrantee field Salary Range: $110,000 - $125,000 per year + bonus Medical, dental, and vision insurance Paid time off and company holidays 401k Travel opportunities for national events and brand activations Growth potential within a rapidly scaling, design-forward company #J-18808-Ljbffr