Service Lead, Dealership Operations

Job Description

Job Description

About the team and position

The Service Lead, Dealership Operations is responsible for the success of the dealership's service businesses, overall facilities management, and OEM relationship. This leader oversees a team of advisors with a focus on driving customer satisfaction, profit growth, compliance, and operational excellence across the dealership.

What you'll be doing

Management – Service Operations

• Lead all aspects of the dealership's Service operations to achieve revenue, gross profit, and customer satisfaction targets.
• Drive consistent execution of operating standards (standardized work, 5S, safety protocols, visual management).
• Monitor warranty processes to ensure compliance and maximize claim recovery.
• Continuously improve customer experience, speed of service, and first-time fix rate.

Facilities – Dealership Maintenance & Compliance

• Ensure the service facility is well-maintained, clean, and fully compliant with brand and OEM image standards.
• Directly manage service vendors (e.g., paint and body, detail to ensure efficient, high-quality work at a competitive cost. Enforce workplace safety standards, OSHA requirements, and loss-prevention measures to protect associates and customers.

Relationship – OEM & Brand Alignment

• Serve as a liaison with OEM representatives for service.
• Ensure alignment with OEM warranty policies, recall processes, and customer satisfaction programs.
• Proactively manage OEM facility inspections, responding to audit findings and driving timely resolution of issues.
• Build and sustain positive working relationships with OEM field teams to ensure strong collaboration and support.

People Leadership & Development

• Lead from the front by working side by side with the service associates which includes opening, updating and closing repair orders.
• Deliver competency-based feedback and performance reviews to drive accountability and growth.
• Mentor service associates to strengthen leadership capabilities, functional expertise and operational execution.
• Foster a culture of teamwork, engagement, and continuous improvement throughout the dealership.

Continuous Improvement

• Identify and prioritize opportunities for process and performance improvement across fixed operations.
• Hold teams accountable for measurable results from continuous improvement efforts.

What you should have

• Minimum of 2 years of management experience either in automotive or a lean manufacturing environment
• A valid driver's license + clean driving record
• Proven track record of leading and developing associates
• Proven ability to obtain project deliverables and company metrics
• An ability to work in a fast-paced, ever-changing production environment while sometimes being exposed to excessive weather conditions (heat/cold)
• Excellent oral and written communications skills
• Ability to work with and through teams to achieve results
• Strong analysis and decision-making ability
• Proficient computer skills