Director Process Excellence
Ather Energy · Posted Sep 24
Electric scooters, battery packs, connected software, and charging infrastructure services
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About the role
The Delivery Experience Excellence team at Ather is responsible for driving a passionate, customer-centric culture across the post-purchase lifecycle, governing standard operating systems, and ensuring a consistent brand experience across all physical and digital customer touchpoints. This Lead role is the strategic custodian of the end-to-end customer delivery journey, building process governance frameworks, leading national service and retail audits, and deploying Lean Six Sigma methodologies to eliminate execution gaps and elevate NPS/CSAT across all regions and retail partners. The team operates within Ather's broader mission of building India's first intelligent scooter from scratch and re-imagining the end-to-end ownership experience.
What you will do
- Own customer experience outcomes across all service journeys and channels, acting as the primary voice of the customer in leadership forums.
- Define, implement, and govern standardized SOPs and service policies to establish simple, executable, and scalable service operating systems.
- Set up and execute structured audits—including EC/SC visits, ticket sampling, call audits, and service job reviews—to identify gaps between documented processes and actual execution.
- Drive continuous improvement and structured process excellence initiatives using Lean and Six Sigma (DMAIC) methodologies.
- Eliminate repeat customer pain points through systematic root cause analysis and the deployment of long-term upstream fixes.
- Partner cross-functionally with Operations, Product, Technology, and Training teams to implement experience enhancements.
- Define, track, and manage experience-led KPIs and dashboards, presenting performance trends and strategic insights to senior leadership.
Skills used in this role
What the employer is looking for
- B.Tech / B.E or equivalent degree; MBA in Operations, SCM, or Service Management is preferred.
- 12 to 18 years of progressive experience in Service Excellence, Customer Experience (CX), Operations Excellence, or Quality.
- Lean Six Sigma Black Belt or Master Black Belt certification is highly preferred.
- Extensive experience managing dealer, franchise, or retail network audits in large-scale, multi-location service environments.
- Expert mastery of Customer Journey Design and mapping to architect seamless, brand-consistent end-to-end service delivery experiences.
- Advanced proficiency in Process Governance, Standard Operating Procedure (SOP) formulation, and establishing robust compliance metrics.
- Demonstrated expertise in Root Cause Analysis (RCA) utilizing structured Lean Six Sigma (DMAIC) frameworks to eliminate process variations.
- Advanced capability in Stakeholder Management and Zonal Operations Coordination to drive consensus and process compliance across diverse retail partners.
Preferred qualifications
- Familiarity with Salesforce, Dealer Management Systems (DMS), and advanced ticketing platforms to track operational KPIs.
- Experience in data visualization and dashboard modeling using tools like Tableau, Power BI, or Qlik to track performance trends.
- Technical understanding of electric vehicle (EV) charging ecosystems and smart vehicle diagnostic frameworks.
- Knowledge of training needs identification (TNI) to support front-line service personnel upskilling.
Benefits and support
- Equal opportunity employer with an inclusive and equitable workplace that reflects a wide range of identities, experiences, and perspectives
About Ather Energy
Ather Energy is an Indian electric vehicle manufacturer specializing in the design, development, and production of smart electric scooters, battery packs, and charging infrastructure. Operating on a vertically integrated, software-defined business model, the company delivers connected urban mobility solutions across India. Key offerings include the popular Ather 450 series and the family-focused Ather Rizta.
- Industry
- Automotive
- Company size
- 1982 employees
- Founded
- 2013-10-21
- Location
- Bengaluru, Karnataka, India
- Funding stage
- Public Company
Funding
Public Company · $635M raised
- 2026-07-21Post IPO$135M
- 2022-09-01Series E$128M
- 2021-05-01Series D$35M
Leadership
Co-Founder & CEO
Co-Founder & CTO
Recent coverage
StartupLanes
Ather Energy Shares Surge 130% in 2026, Outperforming Global EV Peers2026-09-21
AutoPunditz
Nearly 59% of Ather's Lifetime Sales Came Since 20252026-09-30
Sahi Markets
Ather Energy to Hold Analyst and Investor Meetings Starting September 1-22026-08-21