Operations Manager

Operations Manager

This position is responsible for the overall leadership, profitability, and day-to-day operations of the dealership. The General Manager directs and coordinates all departments—new and used vehicle sales, finance and insurance (F&I), service, parts, and body shop—to achieve sales and profit objectives, maximize customer satisfaction and retention, develop a high-performing team, and ensure compliance with all manufacturer, legal, and company standards.

This position is responsible for directing and coordinating activities of the organization to obtain optimum efficiency and economy of operations and maximize profits.

Duties and Responsibilities:

• Plans, develops, and implements dealership policies, goals, objectives, and operating procedures, and monitors performance against established targets.
• Directs and coordinates all dealership departments—new and used vehicle sales, F&I, service, parts, and body shop—to ensure efficient operations and the achievement of unit, gross, and net profit objectives.
• Develops and directs advertising, marketing, and digital/online merchandising strategies to generate traffic, grow market share, and strengthen the dealership's reputation and brand in the local market.
• Holds full profit-and-loss (P&L) responsibility for the dealership; prepares annual budgets and forecasts, reviews financial statements, controls expenses, and manages cash flow and asset utilization to maximize return on investment.
• Meets regularly with department managers; reviews sales, service, F&I, parts, inventory, and financial reports to evaluate performance, identify opportunities, and adjust plans, pricing, and processes as needed.
• Ensures the highest levels of customer satisfaction and retention by monitoring CSI scores, resolving escalated customer concerns, and fostering a customer-first culture across all departments.
• Maintains strong working relationships with manufacturers/OEMs and lenders; ensures compliance with franchise agreements, manufacturer programs and incentives, and all federal, state, and local laws and safety and regulatory requirements. Promotes organization in industry, manufacturing or trade associations.
• Recruits, hires, trains, coaches, and develops department managers and staff; sets performance expectations, conducts reviews, and manages compensation and personnel expenses to build a productive, accountable team.
• Manages new and used vehicle inventory levels, mix, aging, and reconditioning to optimize turn and gross profit, and oversees parts inventory and stocking levels.
• Performs other related duties as assigned by management.

Qualifications:

• Bachelor's Degree (BA) from four-year college or university, or five to ten years of related experience and/or training, or equivalent combination of education and experience.
• Certificates, licenses and registrations required: Sales License, Drivers License
• Computer skills required: Reynolds and Reynolds DMS, Vitu DMV, Dealertrack, DriveCentric CRM, Google Workspace (GMAIL, DOC, Sheets, Drive)
• Other skills required:
• Basic competence in duties and tasks of supervised employees.
• Commitment to excellence and high standards.
• Excellent written and oral communication skills.
• Strong organizational, problem-solving, and analytical skills.
• Ability to manage priorities and workflow.
• Acute attention to detail.
• Detail-oriented and work effectively under pressure while meeting all applicable deadlines.
• Must be able to work independently and productively with minimum supervision.
• Proven leadership and business acumen skills.
• Ability to understand any and all safety requirements and cautions.

Competencies:

• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
• Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services.; Continually works to improve supervisory skills.
• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance