Senior Program Manager, Operating Systems

Senior Manager Of Operating Systems

The Senior Manager of Operating Systems owns the design, standardization, and continuous improvement of the operating system for Sun Auto Tire & Service's multi-location retail service business. This role partners with Operations, Training, Finance, IT, and field leadership to define how work is performed in the shop and front counter, translate strategy into scalable processes and tools, and ensure consistent execution across all locations. The position leads system governance (process, technology, reporting, and controls), drives adoption through training and change management, and uses performance data to improve safety, customer experience, technician productivity, and profitability.

Essential duties and responsibilities include:

• Define, document, and maintain end-to-end standard operating procedures for shop and front-counter workflows (e.g., vehicle intake, inspection, estimating, parts sourcing, scheduling, workflow management, quality checks, and customer delivery).
• Identify waste, variability, and constraints; run improvement initiatives; and ensure changes translate into measurable gains in throughput, productivity, quality, and customer satisfaction.
• Own the operational requirements for core systems (POS/shop management, inventory/parts, CRM, scheduling, reporting) and partner with IT to prioritize enhancements, manage releases, and ensure stable performance and data integrity.
• Develop and govern operational KPIs and dashboards (labor utilization, bay productivity, ARO, parts fill rate, cycle time, comeback rate, safety, NPS/CSAT) and establish review cadences with field leadership.
• Lead pilot design, testing, and phased deployments of new processes and system features; create implementation playbooks; and track adoption and outcomes across locations.
• Partner with Training to build role-based curricula and job aids; ensure managers and teammates are equipped to execute standards consistently; and incorporate feedback from the field.
• Serve as the operational systems liaison between Operations, Finance, IT, Marketing/CRM, and Supply Chain to align priorities, resolve issues, and deliver scalable solutions.
• Manage vendor relationships for operational platforms; support contract evaluation and renewals; and ensure solutions deliver expected value, service levels, and ROI.
• Embed controls to support safety, regulatory compliance, warranty policies, and internal standards; monitor exceptions; and partner with leaders to remediate risks.

Qualifications required include:

• 7+ years of operations, operational excellence, or field enablement experience in a multi-site retail or service environment; automotive service/repair experience strongly desired.
• Demonstrated success designing and scaling standard operating procedures across multiple locations, including documentation, training enablement, and adoption measurement.
• Hands-on experience partnering with IT on operational systems (POS/shop management, scheduling, inventory/parts, CRM, reporting) including requirements definition, UAT, rollout, and support.
• Strong analytical skills with ability to build KPIs, interpret trends, and translate insights into action; advanced Excel required (dashboarding/BI exposure a plus).
• Proven change management and cross-functional leadership skills with the ability to influence without authority and drive consistent execution in the field.
• Excellent communication skills (written, verbal, and facilitation) with experience creating playbooks, job aids, and executive-ready updates.

Preferred qualifications include:

• Bachelor's degree in Business, Operations, Industrial Engineering, or related field (or equivalent experience).
• Lean / Six Sigma certification or proven continuous improvement methodology experience.
• Project management certification (PMP, Agile/Scrum) and experience leading multi-location pilots and enterprise rollouts.
• Experience with automotive shop management platforms, inventory/parts catalogs, and customer communication tools.
• Experience supporting M&A integration and harmonizing processes/systems across acquired locations.

Physical requirements include:

• Exposure to moderate to loud noises, dust, exhaust fumes, lubricants, petroleum products, vapors, and caustic materials
• Temperature variations including extreme heat and/or extreme cold
• Stand up to eight hours per day; walk to access various areas of the building
• Bend, stoop, kneel, and crouch regularly; full range of motion with arms and hands
• Lift and/or move up to 10 pounds regularly, up to 70 pounds frequently
• Vision sufficient to detect color, depth, and re-focus
• Use of safety goggles or other PPE as required
• Reasonable accommodations may be made for individuals with disabilities

Equal employment opportunity:

Sun Auto Tire & Service is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.