Keyloop8h ago

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Service Improvement Manager

Czech (prague)Employeemid

OtherManager

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Quick Summary

Overview

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers. We empower car dealers and manufacturers to fully embrace digital transformation.

Technical Tools

OtherManager

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.

We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.

We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?

The Service Improvement Leader is a senior, cross-functional role responsible for driving measurable improvements in service delivery, operational performance, and customer experience across the Customer Enablement team. This role will lead transformation initiatives and embed a culture of continuous improvement, with clear outcomes such as improved SLA attainment, increased customer satisfaction, reduced repeat incidents, and increased automation/self-service where appropriate.

Lead the design and execution of the service improvement roadmap aligned to organisational goals.

Identify and prioritise improvement opportunities through data analysis, customer feedback, and stakeholder input.

Drive root cause analysis (RCA) for recurring service failures and implement permanent corrective actions.

Champion a continuous improvement mindset across Customer Enablement team.

Act as the business owner for Salesforce Service Cloud, owning the Customer Enablement roadmap and prioritisation to ensure it supports best-in-class service delivery.

Establish and run a lightweight governance and change-control process (intake, impact assessment, release planning) in partnership with IT/RevOps/Salesforce technical owners.

Drive adoption and optimisation across Customer Enablement (process alignment, enablement/training, comms), ensuring capability is in place to administer and continuously improve the platform.

Identify and manage project dependencies across teams including IT, Operations, Commercial, and Product.

Coordinate internal and external resources, ensuring the right people are engaged at the right time.

Proactively manage and escalate risks and issues to prevent project delays or scope creep.

Drive clear decision-making within projects, ensuring accountability is assigned and tracked.

Translate customer and internal feedback into clear problem statements, service requirements, and prioritised improvement themes.

Engage directly with customers and key accounts (where appropriate) to validate pain points, test solutions, and measure impact on experience.

Communicate the roadmap, progress, and outcomes to senior leadership with concise updates, risks/decisions required, and benefits realisation.

Coach and mentor service team members in improvement methodologies (Lean, Six Sigma, Agile).

Lead change management activities to ensure new processes and systems are successfully embedded.

Foster strong cross-team relationships to remove silos and accelerate improvement delivery.

Proven track record in a Service Improvement, Service Excellence, or Operations Improvement leadership role.

Strong experience with Salesforce Service Cloud as a business owner/product owner (e.g., case management, SLAs/entitlements, knowledge, automation/flows, and reporting/dashboards).

Demonstrable experience using data and insight to drive process improvement decisions.

Excellent stakeholder management skills with the ability to influence at all levels.

Exceptional communication skills — written, verbal, and in data storytelling.

Understanding of ITIL, Lean, or Six Sigma methodologies.

Experience working within a SaaS, technology, or automotive software environment.

Familiarity with additional CRM or service platforms (e.g. ServiceNow, Zendesk).

Project Management qualification (PMP, PRINCE2 or equivalent).

Experience managing multi-geography or multi-market service operations.

In the first 6–12 months, the Service Improvement Leader will have:

Delivered a prioritised service improvement plan with measurable outcomes.

Optimised Salesforce Service Cloud to improve visibility, automation, and team productivity.

Take responsibility of in-flight projects and deliver with success in line with project plan

Built strong cross-functional relationships that accelerate the pace of change.

Customer-first mindset — always asking "how does this improve the experience?"

Analytically driven — comfortable with data, not reliant on gut feel alone.

Collaborative leader — builds trust and brings people on the journey.

Resilient and pragmatic — navigates ambiguity and delivers despite complexity.

Growth mindset — continuously learning and encouraging others to do the same.

Location & Eligibility

Where is the job

Czech (prague)

Hybrid — some on-site time required

Who can apply

Same as job location

Listing Details

Posted: May 12, 2026
First seen: May 12, 2026
Last seen: May 12, 2026

Posting Health

Days active: 0
Repost count: 0
Trust Level: 70%
Scored at: May 12, 2026

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Apply for this position

Keyloop

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Keyloop is a leading provider of automotive technology solutions, specializing in enhancing retail and manufacturing processes for car retailers and manufacturers globally.

Employees

3k+

Founded

1976

Domain

Jobs

External application · ~5 min on Keyloop's site

Please let Keyloop know you found this job on Jobera.