Service Manager • Lead

Who you are

You have a strong background in service operations management, ideally within the automotive industry, and a proven track record of achieving revenue and customer satisfaction targets. You excel in leading teams, fostering a culture of excellence, and implementing effective action plans to meet performance goals. Your analytical skills allow you to review KPIs and make data-driven decisions that enhance service operations. You are committed to maintaining high standards of compliance and operational excellence, ensuring that every aspect of the dealership's service business runs smoothly.

You possess excellent communication and interpersonal skills, enabling you to build strong relationships with team members and OEM partners. Your leadership style is collaborative, and you thrive in environments where you can mentor and develop your team. You understand the importance of customer satisfaction and are dedicated to creating a positive experience for every customer who walks through the dealership doors.

What you'll do

As the Service Manager, you will lead all aspects of the dealership's service operations, focusing on achieving revenue, gross profit, and customer satisfaction targets. You will oversee daily and weekly performance reviews, analyzing key performance indicators such as customer satisfaction index (CSI), repair order count, gross profit, and technician efficiency. Your role will involve implementing action plans to hit targets and driving consistent execution of operating standards, including safety protocols and standardized work processes.

You will manage a team of up to 40 members, providing guidance and support to ensure they are equipped to deliver exceptional service. Your responsibilities will include fostering a culture of continuous improvement, where team members are encouraged to share ideas and best practices. You will also be responsible for maintaining strong relationships with OEM partners, ensuring compliance with their standards and expectations.

In addition to operational management, you will play a key role in strategic planning for the service department, identifying opportunities for growth and improvement. You will collaborate with other departments within the dealership to ensure a seamless customer experience and drive overall business success.

What we offer

Carvana offers a dynamic work environment where you can make a significant impact on the dealership's success. We provide competitive compensation and benefits, along with opportunities for professional development and growth within the company. Join us in our mission to deliver a no-hassle, better car buying experience for our customers, and be part of a team that values quality, trust, and care.