Service Drive Manager

Join a Team That's Built Different At Mac Haik's Southway Ford , we're more than a dealership—we're a destination where customers trust us with one of their most important investments. As one of South Texas' premier Ford dealerships, we've built our reputation on exceptional service, a strong team culture, cutting-edge facilities, and an unwavering commitment to delivering a world-class customer experience. We're looking for a driven, customer-focused Service Drive Manager who thrives in a fast-paced environment, excels at leading teams, and is passionate about creating exceptional customer experiences. If you're an automotive service professional with strong leadership skills and a proven ability to drive performance, customer satisfaction, and operational excellence, we want to meet you. Position Summary As the Service Drive Manager , you will be responsible for overseeing the daily operations of the service drive while ensuring every customer receives a best-in-class experience from arrival through vehicle delivery. This leadership role serves as the critical link between customers, service advisors, technicians, and management. You will lead and develop a high-performing team, drive customer satisfaction, manage workflow efficiency, and help achieve departmental sales and profitability goals. The ideal candidate is a hands-on leader who can motivate a team, solve problems effectively, and maintain excellence in a fast-paced dealership environment. Duties & Responsibilities Customer Experience & Service Excellence Ensure every customer is greeted promptly, professionally, and courteously Create and maintain a customer-first culture throughout the service department Monitor customer interactions and ensure exceptional service standards are consistently met Handle escalated customer concerns and resolve issues quickly and effectively Drive CSI (Customer Satisfaction Index) improvement initiatives Build long-term customer relationships that increase retention and loyalty Service Drive Operations Oversee daily service drive activities and workflow management Coordinate vehicle check-in, write-up, repair progression, and delivery processes Ensure repair recommendations are communicated accurately and professionally Monitor appointment flow and shop capacity to maximize efficiency Review repair orders for accuracy and compliance with dealership procedures Maintain a clean, organized, and professional service drive environment Team Leadership & Development Lead, coach, mentor, and motivate service advisors and support staff Conduct ongoing training and performance coaching Monitor team performance metrics and establish accountability standards Assist with hiring, onboarding, scheduling, and employee development Foster a positive and collaborative team environment focused on continuous improvement Promote a culture of professionalism, integrity, and customer satisfaction Sales & Performance Management Support achievement of service department sales and gross profit objectives Monitor key performance indicators including CSI, productivity, revenue, and retention Identify opportunities to improve advisor performance and customer retention Work closely with Fixed Operations leadership to implement process improvements Ensure advisors effectively communicate maintenance needs and repair recommendations Assist in driving customer-pay business and service growth initiatives Cross-Department Collaboration Partner with technicians, parts personnel, warranty administrators, and management Ensure communication between departments supports efficient workflow and customer satisfaction Work closely with management to implement dealership and manufacturer initiatives Maintain compliance with Ford and dealership operational standards Qualifications & Skills Minimum 3–5 years of automotive service management or service advisor leadership experience preferred Proven experience managing teams in a dealership service environment Strong leadership, coaching, and employee development skills Exceptional customer service and conflict-resolution abilities Knowledge of dealership service operations, repair order processes, and warranty procedures Experience with dealership management systems (CDK, Reynolds & Reynolds, Dealertrack, or similar platforms) Strong organizational and time-management skills Excellent verbal and written communication skills Ability to multitask and perform effectively in a fast-paced environment Professional appearance and customer-focused mindset Valid driver's license with acceptable driving record What We're Looking For We're looking for someone who: Leads by example and inspires those around them Has a passion for delivering exceptional customer experiences Understands how to balance customer satisfaction with operational performance Thrives in a fast-paced, high-volume environment Builds strong relationships with customers and team members Holds themselves and their team accountable to high standards Is committed to continuous improvement and professional growth Wants to build a long-term career with a successful and growing organization Benefits Competitive Compensation Package Performance-Based Bonus Opportunities Medical, Dental & Vision Insurance 401(k) with Company Match Paid Vacation & Holidays Career Growth Opportunities Ongoing Training & Leadership Development Employee Discounts on Vehicles, Parts & Service Supportive Team Environment Stable Employment with a Premier Ford Dealership Ready to Join the Southway Ford Family? Join a dealership that values its employees, invests in leadership development, and is committed to delivering a best-in-class customer experience every day. Mac Haik's Southway Ford is an Equal Opportunity Employer. #J-18808-Ljbffr