Service Manager

Title: Service Manager

Location: Onsite, Charlotte ,NC

Compensation: $65,000 -$91,000 + 15% Bonus + Full Benefits Day One

Flexcar is completely reimagining car ownership. We offer the world's first month-to-month car lease, with insurance and maintenance included. Members can swap cars anytime as their needs change, without the commitment or hassle of traditional car ownership. By combining operational expertise with technology, data, and AI, we're transforming every aspect of the customer journey and delivering a more affordable, flexible, and hassle-free alternative to buying or leasing.

What you'll do:

Oversee daily shop operations-including technicians and parts scheduling-to meet production and vehicle availability targets. Ensures service appointments and tow-in triage are completed within SLA, manages OOS backlog in partnership with the Site Lead, tracks and resolves efficiency issues, and maintains the parts procurement process and budget.

Production, Workflow & Scheduling

• Hit production plans and outbound fulfillment targets through effective tech scheduling, task assignment, hourly plan tracking, and parts coordination.
• Assign daily Technician Production Plans aligned to due dates.
• Ensure timely triage and follow-up for tow-ins to resolve customer needs quickly.
• Schedule and manage all third-party service appointments (dealerships, body shops, glass, keys) and coordinate vehicle pickups/drop-offs with vendors.
• Manage mobile repair van scheduling.
• Ensure all service appointments are completed within SLA timelines.
• Review and approve Auto Integrate submissions.
• Audit and address backlog in the OOS (Out of Service) bucket.

Service Quality, Efficiency & Problem Solving

• Identify, investigate, and resolve labor efficiency bottlenecks to maintain workflow performance.
• Track and address operational efficiency issues proactively.
• Monitor technician labor efficiency and report on variances from standard benchmarks.
• Ensure all defects are resolved by their required due dates.
• Manage timely repair and clearance of recall vehicles.
• Oversee and maintain the parts budget and ensure proper parts inventory controls, including shrink reduction.
• Track and analyze parts and third-party vendor spend against budget, identifying and addressing variances.
• Monitor and report on vehicle unavailability due to service or parts delays.

Financial Ownership & P&L Impact

• Manage service labor and parts cost buckets with fiscal responsibility.
• Own all service and inventory operations metrics, including unavailable inventory, service inventory health, parts cost, shrink control, and vendor spend vs. budget.
• Ensure all service- and parts-related invoices are accurately submitted through Flexcar's billing system.
• Team Leadership & Staffing
• Maintain appropriate staffing levels for service technicians and parts associates by anticipating demand and adjusting coverage within budget.
• Lead, coach, and develop technicians and parts associates through daily engagement, structured meetings, and regular one-on-one development sessions.
• Hold the team accountable to performance, productivity, and attendance standards.

Vendor Management

• Build strong vendor relationships to reduce costs, improve turnaround times, and enhance service quality.
• Track and report on third-party vendor performance and spend against budget.
• Communication & Coordination
• Provide regular updates on vehicle status to the Member Experience Manager to ensure member-ready timelines are met.
• Coordinate with the Site Lead on OOS backlog management and service priorities.
• Step in to support frontline operations when needed, leading visibly from the floor rather than from an office.

Administrative & Compliance

• Ensure accurate timekeeping and perform weekly timecard audits before payroll close.

Your Core KPIs

• Customer Experience Score
• Inventory Availability Score
• Unavailability Score
• Fleet Utilization Score

What Drives Success for This Role

• 3-5 years of operations management background, preferably in vehicle operations/service.
• Bachelor's degree in Operations Management or similar fields preferred but not required.
• Understanding of 6S and Gemba methodology.
• Strong organizational skills and the ability to review raw data for trends.
• Ability to cover all hours of the business, including evenings, nights, weekends, and some holidays is required.
• Willingness to work outdoors (weather and other conditions vary).
• Ability to carry tools and equipment (up to 50 lbs.).

What tops the tank:

• Rest & Relaxation: Flexible PTO policy.
• Future Savings: Benefit from a 401(k) plan with company match from day one.
• Benefits: Day One - Excellent, low-cost healthcare coverage including medical, dental, vision.
• Drive a Flexcar! Discounted employee rate on Flexcar products and no annual membership fee.
• Weekly pay
• and other amazing perks!

Disclaimer:

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.

Flexcar is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Flexcar provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Flexcar is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Flexcar provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.