Senior Operations Manager

Job Description Job Description About Carvana At Carvana, we sell cars—but we're not car salesmen. Our promise is simple: we won't sell a car to a customer that we wouldn't sell to our own mom. Period. That's why every vehicle goes through Carvana's process, where it's inspected, perfected, and prepared to meet our high standards before it ever reaches you. And now, we're bringing those same values to our new car dealerships—delivering quality, trust, and care you'd be proud to share with Mom. We strive to provide only the highest quality vehicles to our customers in our mission to deliver a no-hassle, better car buying experience. We are actively looking for passionate and talented individuals who can help us deliver on that promise. Think you've got what it takes to join our team? Keep reading below to see what we're looking for! About the team and position The Senior Operations Manager, Dealership Operations is responsible for the success of the dealership's service & parts businesses, overall facilities management, and OEM relationship. This leader oversees multi teams and managers, driving customer satisfaction, profit growth, compliance, and operational excellence across the dealership. What you'll be doing Management – Service & Parts Operations Lead all aspects of the dealership's Service and Parts operations to achieve revenue, gross profit, and customer satisfaction targets. Oversee daily/weekly performance reviews, analyzing KPIs (CSI, RO count, gross profit, efficiency) and implementing action plans to hit targets. Drive consistent execution of operating standards (standardized work, 5S, safety protocols, visual management). Partner with Service and Parts Managers to improve workflow, reduce cycle times, and maximize shop and parts department throughput. 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 dealership facility is well-maintained, clean, and fully compliant with brand and OEM image standards. Directly manage facilities vendors (janitorial, landscaping, equipment maintenance, signage, etc.) to maintain safe and professional work and customer environments. Work with Carvana's Property Operations team to manage preventive maintenance schedules and capital improvement projects for service bays, customer lounges, and parts storage. Enforce workplace safety standards, OSHA requirements, and loss-prevention measures to protect associates and customers. Relationship – OEM & Brand Alignment Serve as primary liaison with OEM representatives across service, parts, and facility compliance. 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. Represent Carvana in OEM meetings and performance reviews, consistently achieving or exceeding manufacturer objectives. Build and sustain positive working relationships with OEM field teams to ensure strong collaboration and support. People Leadership & Development Recruit, hire, and retain high-performing Service and Parts teams; maintain a bench of candidates for key leadership positions. Establish and oversee training, certification, and career progression programs for associates at all levels. Deliver competency-based feedback and performance reviews to drive accountability and growth. Mentor Service and Parts Managers to strengthen leadership capabilities 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. Lead and sponsor Lean/Kaizen initiatives that increase efficiency, reduce costs, and enhance customer experience. Hold teams accountable for measurable results from continuous improvement efforts. What you should have 5–7 years of leadership experience in Fixed Operations; Stellantis experience strongly preferred. Proven track record of achieving or exceeding OEM CSI, gross profit, and operational performance goals. Strong knowledge of Stellantis systems: DealerConnect, wiADVISOR, STAR Parts, and Mopar standards strongly preferred. Expertise in Lean principles, process improvement, and dealership operating systems. Strong business acumen with the ability to manage P&L, budgets, and financial performance. Exceptional leadership, communication, and decision-making skills. Ability to thrive in a fast-paced, evolving environment while maintaining compliance with safety and OEM standards. What we'll offer in return Full-Time Position with a competitive salary Medical, Dental, and Vision benefits 401K with company match A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more A great wellness program to keep you healthy and happy, both physically and mentally Access to opportunities to expand your skillset and share your knowledge with others across the organization A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development A seat in one of the fastest-growing companies in the country Other requirements To be able to do your job at Carvana, there are some basic requirements we want to share with you. Must be able to read, write, speak and understand English Must be at least 18 years of age Must have a valid driver's license A clean driving record with no more than two moving violations or DUI's in the last three years The physical environment requires the employee to work both inside and outside in heat/cold, wet/humid, and dry/arid conditions Will be required to use personal protective equipment to prevent exposure to hazardous materials May be requested to work overtime and weekends for special programs and events. Frequent standing and sitting with varying periods of each May at times require working different shifts Lift up to 40 pounds frequently Walk up to three miles each day Of course, we'll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs. Legal stuff Hiring is contingent on passing a complete background check. This role is not eligible for visa sponsorship. Carvana is an equal employment opportunity employer. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. Carvana also prohibits harassment of applicants or employees based on any of these protected categories. Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.