Job Description
National Head – Roadside Assistance (RSA)
Full Time
Pan India
Operations
5–10 Years
Reports to: COO / Business Head
Lead and drive end-to-end PAN India Roadside Assistance operations across Two-Wheelers, Passenger Vehicles, Commercial Vehicles, and EVs, ensuring operational excellence, superior customer experience, and achievement of business objectives through effective service delivery and network management.
Key Accountabilities
- Lead nationwide RSA operations and ensure SLA compliance.
- Manage and expand the national network of service partners, garages, and towing vendors.
- Drive operational efficiency, response time, service quality, and customer satisfaction.
- Build and manage relationships with OEMs, insurance companies, fleet operators, and corporate clients.
- Monitor operational performance, budgets, MIS, and key business metrics.
- Lead, mentor, and develop regional operations teams.
- Ensure compliance with organizational policies, statutory requirements, and operational standards.
Qualifications & Experience
- Bachelor's Degree (MBA preferred).
- 8–10 years of experience in Roadside Assistance, Automotive After-sales, Fleet Operations, or Mobility Services.
- Must have handled PAN India / National-level RSA operations.
- Experience across 2W, Passenger Vehicles, Commercial Vehicles, and EVs.
- Strong exposure to OEMs, insurance companies, and nationwide vendor / service partner management.
Core Competencies
- National Operations Management
- Roadside Assistance Operations
- Vendor & Partner Management
- Customer Experience
- Stakeholder Management
- Budget & Cost Control
- Team Leadership
- Problem Solving & Decision Making
Key Success Measures
- SLA & TAT Achievement
- Customer Satisfaction (CSAT / NPS)
- Service Quality
- Vendor Performance
- Cost Optimization
- Operational Efficiency
- Team Performance
Mandatory Requirement: Candidate must have successfully led PAN India Roadside Assistance operations with hands-on experience managing 2W, 4W, Commercial Vehicle, and EV service networks at a national level.