Michael Joyce
Greater Toronto Area
Summary
Results-driven automotive executive with nearly three decades of leadership across premium and volume brands. Expertise in aftersales operations, dealer performance, and marketing strategies. Proven track record in enhancing dealer profitability, elevating customer satisfaction, and implementing effective operational strategies.
Overview
30
30
years of professional experience
Work History
National Manager, Aftersales Field Operations
Audi Canada
05.2025 - Current
- Executed aftersales strategy and optimized dealer performance to improve service and parts profitability while leading field teams and fostering dealer engagement through continuous improvement initiatives.
- Led national field operations to enhance support for Audi Canada's dealer network.
- Led national sales strategy to enhance brand presence across Canada.
- Managed cross-functional teams to execute marketing campaigns effectively.
- Developed training programs for dealership staff on product features and benefits.
National Manager, Aftersales Field Operations
Volkswagen Canada
05.2021 - 05.2025
- Directed aftersales field operations for Volkswagen's dealer network throughout Canada.
- Initiated dealer performance programs to enhance operational excellence and customer satisfaction, led cross-functional projects, and coached regional field teams.
- Led national sales initiatives to enhance brand visibility and market share.
- Developed strategic partnerships with key stakeholders across Canada.
- Managed cross-functional teams to ensure alignment on corporate objectives.
Manager, Parts & Service Marketing / Manager, Parts Operations
Audi Canada
04.2016 - 05.2021
- Oversaw national parts operations and marketing campaigns, developed initiatives that enhanced dealer profitability, streamlined inventory management, and collaborated with dealer councils and corporate administration.
- Managed inventory control and logistics for efficient supply chain operations.
- Developed and implemented operational strategies to streamline processes.
- Led cross-functional teams to enhance customer service and satisfaction.
Manager, Brand Loyalty & Quality Assurance
Audi Canada
05.2013 - 04.2016
- Administered customer loyalty programs, led quality assurance efforts, strengthened customer retention strategies, coordinated resolution across dealer network to enhance customer satisfaction.
- Led cross-functional teams to enhance customer satisfaction and operational efficiency.
- Developed and implemented strategic plans for product launches and promotions.
- Managed inventory levels and coordinated logistics for timely product availability.
Area Aftersales Manager
Audi Canada
02.2005 - 05.2013
- Managed dealer performance in designated territories, supported service and parts operations, delivered consulting services, and strengthened dealer relationships to enhance operational outcomes.
- Managed customer inquiries and resolved issues for Audi vehicle owners.
- Coordinated service scheduling for maintenance and repairs at Audi dealerships.
- Trained staff on aftersales processes and customer service best practices.
District Parts & Service Manager
Hyundai Auto Canada
Markham
01.2000 - 02.2005
- Supported dealer parts and service operations, resulting in improved profitability and operational metrics.
- Managed daily operations of service department, streamlining workflows to improve efficiency.
- Supervised service team, increasing customer satisfaction and service quality.
- Enhanced dealer parts and service operations for improved profitability and operational metrics.
Parts Product Development & Policy Administrator
Hyundai Auto Canada
09.1996 - 12.1999
- Established parts policies and procedures, developed products, and facilitated dealer communications to enhance parts programs.
- Managed policy documentation to ensure compliance with automotive regulations.
- Developed training materials for internal policy adherence.
- Coordinated interdepartmental communication on policy changes to streamline implementation.
Education
Bachelor of Commerce (B.Com.) - Business/Commerce
McMaster University
Hamilton, ONSkills
- Aftersales Operations
- Warranty & Service Operations
- Dealer Network Performance
- National Field Operations
- Service strategy
- Dealer Profitability
- Sales Strategy
- Business Planning
- Process Improvement
- Quality Assurance
- Customer Experience
- Budget and Financial Management
- Stakeholder Communication
- Change leadership
- Team Leadership
- Cross-functional Leadership
Personal Information
Title: Senior Automotive Aftersales & Field Operations Executive
Professional Highlights
Title: Senior Automotive Aftersales & Field Operations Executive
Timeline
National Manager, Aftersales Field Operations
Audi Canada
05.2025 - Current
National Manager, Aftersales Field Operations
Volkswagen Canada
05.2021 - 05.2025
Manager, Parts & Service Marketing / Manager, Parts Operations
Audi Canada
04.2016 - 05.2021
Manager, Brand Loyalty & Quality Assurance
Audi Canada
05.2013 - 04.2016
Area Aftersales Manager
Audi Canada
02.2005 - 05.2013
District Parts & Service Manager
Hyundai Auto Canada
01.2000 - 02.2005
Parts Product Development & Policy Administrator
Hyundai Auto Canada
09.1996 - 12.1999
Bachelor of Commerce (B.Com.) - Business/Commerce
McMaster University