Service Manager

Job Description

Job Description

About Carvana

At Carvana, we sell cars—but we're not car salesmen. Our promise is simple: we won't sell a car to a customer that we wouldn't sell to our own mom. Period. That's why every vehicle goes through Carvana's process, where it's inspected, perfected, and prepared to meet our high standards before it ever reaches you. And now, we're bringing those same values to our new car dealerships—delivering quality, trust, and care you'd be proud to share with Mom.

We strive to provide only the highest quality vehicles to our customers in our mission to deliver a no-hassle, better car buying experience. We are actively looking for passionate and talented individuals who can help us deliver on that promise.

Think you've got what it takes to join our team? Keep reading below to see what we're looking for!

About the team and position

The Service Manager, 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 up to 40 team members, 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.
• Oversee daily/weekly performance reviews, analyzing KPIs (CSI, RO count, gross profit, technician efficiency). Implement action plans to hit targets.
• Drive consistent execution of operating standards (standardized work, 5S, safety protocols, visual management).
• Partner with Parts Manager to improve workflow, reduce cycle times, and maximize shop and parts department throughput.
• 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

• Recruit, hire, and retain high-performing Service team; maintain a bench of candidates for key positions.
• Improve, sustain and oversee training, certification, and career progression programs for associates at all levels.
• 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.
• Lead and sponsor Lean/Kaizen initiatives that increase efficiency, reduce costs, and enhance customer experience.
• Hold teams accountable for measurable results from continuous improvement efforts.

What you should have

• Minimum of 5 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
• Knowledge of lean manufacturing principles; understanding of the Toyota Production System problem solving model is a plus
• 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

What we'll offer in return

• Full-Time Position with a competitive salary
• Medical, Dental, and Vision benefits
• 401K with company match
• A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more
• A great wellness program to keep you healthy and happy, both physically and mentally
• Access to opportunities to expand your skillset and share your knowledge with others across the organization
• A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development
• A seat in one of the fastest-growing companies in the country

Other requirements

To be able to do your job at Carvana, there are some basic requirements we want to share with you.

• Must be able to read, write, speak and understand English
• Must be at least 18 years of age
• Must have a valid driver's license
• A clean driving record with no more than two moving violations or DUI's in the last three years
• Work both inside and outside in heat/cold, wet/humid, and dry/arid conditions
• Use personal protective equipment to prevent exposure to hazardous materials
• May be requested to work overtime and weekends for special programs and events.
• Frequent standing and sitting with varying periods of each
• Lift up to 40 pounds frequently
• Walk up to three miles each day

Of course, we'll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs.

Legal stuff

Hiring is contingent on passing a complete background check. This role is not eligible for visa sponsorship.

Carvana is an equal employment opportunity employer. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. Carvana also prohibits harassment of applicants or employees based on any of these protected categories.

Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.