Sr. Manager, Mobile & Field Service Operations

The Company:

Faraday Future (FF) is a California-based mobility company, leveraging the latest technologies and world’s best talent to realize exciting new possibilities in mobility. We’re producing user-centric, technology-first vehicles to establish new paradigms in human-vehicle interaction. We’re not just seeking to change how our cars work – we’re seeking to change the way we drive. At FF, we’re creating something new, something connected, and something with a true global impact.

Your Role: 

As the Sr. Manager Mobile & Field Service Operations for FF’s Aftersales group, you will be working with some of the industry’s brightest minds to develop, launch and manage FF’s field service strategy and activities. Overall, you will ensure that FF’s mobile and field  service business is focused and aligned to deliver premium and robust products and services to our Faraday Future users. To accomplish this – you will be responsible for executing our mobile service business as well as overall field service strategy, developing strategic internal and external service partnerships as well as managing the resources, financials and operations to deliver the class-leading service programs. 

You will be responsible for the successful development, operation and management of customer facing service operations, together with internal and external partners/supplier, and for promoting a smooth and premium customer experience. This role combines technical service, project and operational management aptitude with the business acumen to scope and execute on a seamlessly integrated service program.  

To ensure premium technical service operations, this role is directly involved in the development of the mobile programs and provides strategic guidance to FF’s internal teams such as service engineering, parts, and warranty as well as executives throughout the organization by providing operational/customer perspective, promoting a customer first orientation for general business decisions and with internal and external partners. You will also manage budget and financial targets across your scope of responsibility.  

You will meet objectives to ensure successful program design and execution for a premium experience for all FF Users to achieve and maintain first in class service excellence and reputation. 

Additionally, you will: 

• Hire, scale and manage the regional teams of FF mobile technicians and “Flying Doctors” to ensure minimal vehicle downtime 
• Develop and source the FF Mobile Fleet vehicles, including tools and equipment inventory 
• Support regional and local FF and FF Partner service centers with diagnosis and repair as well as providing best practices, safety and efficiency 
• Set KPIs for each market with the overall goals of minimal vehicle downtime and maximum customer satisfaction 
• Collaborate directly with the service and development engineering teams as the “eyes on the ground” to provide field issues, customer experience and emerging trends in an accurate and timely manner 
• Create response plans for emergency field events where onsite support or data gathering is time sensitive and business critical 
• Develop a team culture and positive work environment that will ensure team member retention 
• Participate in the development and ongoing improvement of the service diagnostic systems to enhance remote diagnosis capabilities for all vehicle systems with the goal of shortening the service repair process 

 Basic Qualifications:  

• Technical or Bachelor's degree in Automotive Technology, Engineering, Business or Project Management 
• Proven equivalent work experience; strong technical, service operations, and/or project management expertise 
• 10+ years of experience in the Automotive industry; technical service, customer service, vendor management 
• Proven knowledge, expertise, and passion for vehicle and customer service, automotive technology, parts, warranty, and aftersales accessories  
• In depth understanding and experience in scaling businesses and operations  
• Ability to define, implement and drive workflows and plans while managing timelines, communications, risks, uncovering roadblocks, defining critical paths, and any other issues that arise for vehicle and project launches 
• Project management – ability to manage teams to achieve organizational objectives 
• Influencing and negotiation skills – collaborate with cross-functional teams to influence program development, marketing/ promotion, and ongoing program design and execution, based on program metrics/ analysis  
• Track record of cross-functional collaboration with internal departments, strategic partners/vendors and field teams to ensure successful go-to-market introductions 
• Integration – joining people, processes or systems to achieve common goals 
• Analytical and conceptual thinking – using logic and reason, creative and strategic 
• Communication skills – interpersonal, presentation and written 
• Computer proficiency – skilled in the use of office and project management software 
• Problem solving 

Preferred Qualifications:  

• Bachelors or Masters degree in business, engineering or other applicable technical field of study 
• Direct working experience in customer facing service programs 
• Previous experience in EV technology, operations within a vehicle manufacturer or related industry 
• Customer orientation – ability to understand and deliver the premium customer experience, consistent with brand image 
• Partner relations/management – develop partner relations, negotiate, and hold partners accountable to key metrics, collaborate to improve customer experience 
• Proven track record of executing multiple complex projects simultaneously from start to finish  
• Experience with training curriculum support and development for internal and external audiences 
• An innovative, customer-centric mindset and approach  
• Development of experiential programs and services for premium and luxury brands  
• A creative curiosity, collaborative ethic, hardworking enthusiasm, and driving personal vision  
• Excellent communication skills and team-working tendencies  
• A penchant for multi-tasking and self-starting  
• A genuine fascination for the EV and technology fields and a commitment to global change  
• A true sense of determination… and hopefully a sense of humor  

 Perks + Benefits

• Stock options for every employee
• Healthcare + dental + vision benefits (Free for you/discounted for family)
• 401(k) options
• Relocation assistance + reimbursement
• Casual dress code + relaxed work environment
• Culturally diverse, progressive atmosphere
• “Soul of Faraday” community outreach team

Faraday Future is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.