District Manager – Parts & Service

📋 Description

• Exhibit complete ownership of district performance concerning Revenue, Customer Retention, and Customer Experience.

• Serve as a trusted advisor to dealer leadership, nurturing robust partnerships and strategic alignment.

• Propel revenue growth and meet Key Performance Indicators (KPIs) through the successful implementation of all Customer Care & Aftersales (CCA) programs and initiatives.

• Oversee standardized dealer contact processes, emphasizing dealer-specific priorities and GM performance objectives.

• Evaluate dealership marketing and merchandising strategies, providing actionable recommendations to enhance service lane traffic.

• Create and implement annual Business Plans, utilizing data-driven strategic insights to tackle market challenges and operational hurdles.

• Utilize analytical thinking to evaluate dealership performance, identify trends, and apply targeted solutions and processes that enhance operational efficiency and customer satisfaction.

• Function with a high level of autonomy, prioritizing tasks and making decisions that influence business outcomes.

• Maintain a results-oriented mindset, continually aiming to surpass performance targets and deliver tangible improvements.

• Address aftersales customer issues, including but not limited to: SPAC (Service Parts Assistance Center), CAC (Customer Assistance Center), TAC (Technical Assistance Center), Goodwill, Warranty, and Policy Requests.

• Track and fulfill KPIs, including: Sales Reporting Tool (SRT) objectives, Net Promoter Score (NPS), Customer Retention, Service Training Standards (STS), EV Training & Compliance.

⛳️ Requirements

• Bachelor’s Degree or equivalent professional experience.

• A minimum of 3 to 5 years of experience in leading and enhancing dealership Fixed Operations.

• Strong knowledge of the automotive industry and business acumen, particularly in service operations, warranty processes, and customer experience management.

• In-depth understanding of Dealership Service & Parts Operations, including: Automotive Parts and Service Systems, Dealer Operating Reports & Fixed Ops Analysis Tools, Profit department structures and interdependencies, and Consultative selling techniques.

• Proficient in Microsoft Excel, including skills in data analysis, reporting, and visualization tools.

• Exceptional oral and written communication skills, with the capacity to inform and persuade effectively.

• Utilize data analytics tools to derive actionable insights that promote revenue growth, optimize operational performance, and enhance the customer experience.

• Capability to manage multiple tasks and adapt while thriving in a dynamic environment characterized by some ambiguity.

🏝️ Benefits

• Medical

• Dental

• Vision

• Health Savings Account

• Flexible Spending Accounts

• Retirement savings plan

• Sickness and accident benefits

• Life insurance

• Paid vacation & holidays

• Tuition assistance programs

• Employee assistance program

• GM vehicle discounts and more