About the team and position

The Service Lead, Dealership Operations is responsible for the success of the dealership’s service businesses, overall facilities management, and OEM relationship. This leader oversees a team of advisors with a focus on driving customer satisfaction, profit growth, compliance, and operational excellence across the dealership.

What you’ll be doing

Management – Service Operations

• Lead all aspects of the dealership’s Service operations to achieve revenue, gross profit, and customer satisfaction targets.
• Drive consistent execution of operating standards (standardized work, 5S, safety protocols, visual management).
• Monitor warranty processes to ensure compliance and maximize claim recovery.
• Continuously improve customer experience, speed of service, and first-time fix rate.

Facilities – Dealership Maintenance & Compliance

• Ensure the service facility is well-maintained, clean, and fully compliant with brand and OEM image standards.
• Directly manage service vendors (e.g., paint and body, detail to ensure efficient, high-quality work at a competitive cost. Enforce workplace safety standards, OSHA requirements, and loss-prevention measures to protect associates and customers.

Relationship – OEM & Brand Alignment

• Serve as a liaison with OEM representatives for service.
• Ensure alignment with OEM warranty policies, recall processes, and customer satisfaction programs.
• Proactively manage OEM facility inspections, responding to audit findings and driving timely resolution of issues.
• Build and sustain positive working relationships with OEM field teams to ensure strong collaboration and support.

People Leadership & Development

• Lead from the front by working side by side with the service associates which includes opening, updating and closing repair orders.
• Deliver competency-based feedback and performance reviews to drive accountability and growth.
• Mentor service associates to strengthen leadership capabilities, functional expertise and  operational execution.
• Foster a culture of teamwork, engagement, and continuous improvement throughout the dealership.

Continuous Improvement

• Identify and prioritize opportunities for process and performance improvement across fixed operations.
• Hold teams accountable for measurable results from continuous improvement efforts.

What you should have

• Minimum of 2 years of management experience either in automotive or a lean manufacturing environment
• A valid driver’s license + clean driving record
• Proven track record of leading and developing associates
• Proven ability to obtain project deliverables and company metrics
• An ability to work in a fast-paced, ever-changing production environment while sometimes being exposed to excessive weather conditions (heat/cold)
• Excellent oral and written communications skills
• Ability to work with and through teams to achieve results
• Strong analysis and decision-making ability
• Proficient computer skills