Automotive Service BDC Manager - BMW

Job Description

Job Description

The Service BDC Manager is responsible for leading, developing and improving the overall performance of Rallye BMW’s Service Business Development Center.

This is a hands-on leadership role responsible for the customer journey from the initial Service contact through the scheduled appointment. The Service BDC Manager will oversee inbound and outbound customer communication, appointment scheduling and conversion, BMW Teleservice, customer retention initiatives, NPS follow-up and BDC team performance.

The primary objective of this position is to increase Service traffic, improve customer retention and maximize available shop capacity, supporting Rallye BMW’s goal of achieving and consistently maintaining 8,000 labor hours per month while delivering an exceptional customer experience.

The Service BDC Manager is expected to lead in alignment with Rallye’s core values of Drive, Customer Devotion, Integrity and One Team, demonstrating these values through daily leadership, decision-making and interactions with customers and employees.

Key Responsibilities Include But Are Not Limited To:

• The Service BDC Manager is responsible for leading, developing and improving the overall performance of Rallye BMW’s Service Business Development Center.
• This is a hands-on leadership role responsible for the customer journey from the initial Service contact through the scheduled appointment. The Service BDC Manager will oversee inbound and outbound customer communication, appointment scheduling and conversion, BMW Teleservice, customer retention initiatives, NPS follow-up and BDC team performance.
• The primary objective of this position is to increase Service traffic, improve customer retention and maximize available shop capacity, supporting Rallye BMW’s goal of achieving and consistently maintaining 8,000 labor hours per month while delivering an exceptional customer experience.
• The Service BDC Manager is expected to lead in alignment with Rallye’s core values of Drive, Customer Devotion, Integrity and One Team, demonstrating these values through daily leadership, decision-making and interactions with customers and employees.The Service BDC Manager is responsible for leading, developing and improving the overall performance of Rallye BMW’s Service Business Development Center.
• This is a hands-on leadership role responsible for the customer journey from the initial Service contact through the scheduled appointment. The Service BDC Manager will oversee inbound and outbound customer communication, appointment scheduling and conversion, BMW Teleservice, customer retention initiatives, NPS follow-up and BDC team performance.
• The primary objective of this position is to increase Service traffic, improve customer retention and maximize available shop capacity, supporting Rallye BMW’s goal of achieving and consistently maintaining 8,000 labor hours per month while delivering an exceptional customer experience.
• The Service BDC Manager is expected to lead in alignment with Rallye’s core values of Drive, Customer Devotion, Integrity and One Team, demonstrating these values through daily leadership, decision-making and interactions with customers and employees.

Performance & Leadership Expectations:

Success in this position will be measured by both business results and leadership consistent with Rallye Alignment — Drive, Customer Devotion, Integrity and One Team.

• Labor Hours / Drive: Proactively drive appointment opportunities, retention and BDC performance to support the Service Department’s goal of achieving and consistently maintaining 8,000 labor hours per month.
• NPS / Customer Devotion: Support achievement and improvement of Rallye BMW’s Service NPS objective through proactive follow-up, appropriate resend management, customer recovery and a consistent focus on the customer experience.
• BMW Teleservice: Maintain strong Teleservice conversion and Rallye BMW’s position as a leading performer in the market.
• Appointment Performance: Improve appointment conversion, show rate and effective utilization of available Service capacity.
• Customer Retention: Increase engagement with existing customers and recapture customers who have missed appointments, become inactive or otherwise fallen out of the Service cycle.
• Integrity & Accountability: Maintain accurate reporting, communicate openly about results and challenges, and hold the team to consistent standards of professionalism and accountability.
• One Team: Build strong working relationships between the BDC, Service advisors, Service management and the shop, recognizing that overall Fixed Operations performance is a shared responsibility.
• Team Performance: Build a well-trained, accountable and customer-focused BDC team that demonstrates Rallye Alignment in its daily interactions and performance.
• Continuous Improvement: Demonstrate openness to new ideas, technology and AI tools and continually look for opportunities to improve processes, efficiency and the customer experience.

The Rallye Motor Company is committed to attracting and retaining a talented and diverse workforce that supports our culture of customer service and automotive excellence. We strive to provide the Rallye team members with a variety of career opportunities that promote personal growth & learning, work-life balance, and equality. Our superior benefits, focus on employee growth and development along with the high earning potential are just a few reasons you will want to consider joining Rallye!

Requirements

• 2+ years of BMW and/or Highline internet service management Experience.

• Proven experience managing a Service BDC, automotive call center or similar customer engagement operation.
• Strong understanding of automotive Service operations and the relationship between appointment scheduling, shop capacity and Fixed Operations performance.
• Demonstrated ability to coach, develop and hold employees accountable.
• Strong analytical skills with the ability to interpret performance data and turn it into actionable improvements.
• Excellent verbal and written communication skills.
• Strong organizational, follow-up and problem-solving skills.
• Experience with dealership CRM, scheduling and customer communication systems, with an openness to new technology and AI tools.
• Familiarity with MyKaarma, Eleads, TSD, BMW systems, Microsoft Office, Google Workspace and similar platforms.
• BMW systems (S-Gate, AWP, etc.) and Teleservice experience required.
• Luxury automotive experience required.
• Bilingual capabilities are a plus.

PAY RANGE: $100,000 - $150,000 Annually

Benefits

• Great benefits package including medical, dental and vision coverage for employee & family.
• Company paid life insurance and optional additional coverage.
• Voluntary short term and long term disability available.
• Additional voluntary benefits including Aflac and LegalShield!
• Paid time off!
• Paid holidays!
• 401K plan
• Employee Assistance Program