Service Manager

Location: Rockville, MD

Company Overview:

Imagine a world where getting your car serviced was as easy as ordering your groceries. Welcome to Roda, where we are passionate about creating a magical customer experience, saving you time and money. Long gone are the days of waiting in service centers or taking shuttle buses to the metro. We come to you whether you are at home or in the office - giving you one less thing to worry about.

We are a small start-up team located in the greater DMV area. We are looking to hire a Service Manager to manage day-to-day operations at Roda. The ideal candidate will have a "start-up" mentality, thrive in a fast-paced environment, have demonstrated management and automotive experience, and get exhilarated when sharing great ideas.

Job Description:

The Service Manager is responsible for leading and managing this service center of the future. This includes hiring, training and developing the service center staff and leading the team to improve efficiency, customer communication, and execution. A passion for delivering extraordinary employee and customer experiences as well as a growth mentality is a must.

We're looking for the right business leader with experience in the automotive industry that is ready to take the next step in their career and has proven results in managing a team to successful results. Ideal candidates will show the ability to think creatively while running an efficient, profitable service center. You will have full scope of responsibilities over the entire operation. This role will grow extremely fast, so leading a top tier team and identifying new talent to enhance that team is crucial to the success of the operation as well as your own development.

You will be measured on a combination of financial metrics and delivering a magical experience that makes every client feel like they couldn't imagine taking their vehicle anywhere else.

Key Responsibilities:

• Builds and maintains a high functioning collaborative team-first environment in which customer facing members and production members work together.
• Recruits, hires, trains, motivates, and monitors the performance of customer experience managers, technicians, porters, valet drivers, parts managers, and client concierges.
• Monitor and evaluate staff performance - manage all team development
• Make and monitor work schedules to ensure shop is set up to achieve company goals
• Ensure a positive work environment.
• Handles escalated client issues immediately and uses any issue as teaching opportunity
• Has incredibly high standards of customer service and operational excellence
• Manages the flow of work to optimize same-day completions, customer experience, and logistics expense
• Active in creating efficiencies to improve on same-day pickup and return %
• Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
• Keeps abreast of equipment and tool needs and recommends purchases
• Ensures the proper care, storage of parts inventory & special tools
• Manages the shop P&L and ensures shop profitability
• Works to continuously improve KPI's, market share and employee development
• Ensures team is aware of KPIs and works collectively to improve them
• Reports on KPIs to management and works with them to craft improvement plans
• Reports on customer experience issues, and delivers action plans to resolve them
• Keeps location clean and organized
• Responsible for the overall safety of the shop. Compliant with all federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know etc.
• Outside normal business hours may be necessary to complete responsibilities
• Other duties as required

Qualifications:

• 5+ years experience in automotive systems, procedures & controls
• 3+ years experience managing a customer facing team that provides above and beyond customer experiences
• 3+ years experience of managing a P&L statement and able to find continuous improvements in processes to lower expenses
• Ownership mindset. Able to set aggressive targets, forecast and back up with business plan
• Must be dependable, energetic and creative in finding new ways to change the way the auto industry is viewed by the general public
• Experience in evaluating key metrics that will lead to increased customer satisfaction

Benefits:

• Competitive compensation
• Comprehensive benefits, including medical, dental and vision
• Flexible paid time off
• 401k plan
• Discounted car repairs and details

To apply for the position, please submit an application to View email address on click.appcast.io