Head of Customer Service Operations

Operations Manager - Mobile ServicesThe Operations Manager - Mobile Services partners with the Senior Director of Mobile Operations to drive the operational redevelopment and national rollout of AutoNation Mobile Services, ensuring strategic initiatives are translated into scalable field execution. This role focuses on building the operational infrastructure, processes, and standards required to expand mobile services across dealership markets nationwide, while supporting market launches and driving operational alignment. Through extensive field engagement and approximately 50% local travel, the position plays a key role in establishing mobile services as a scalable platform that increases service capacity, improves customer accessibility, and drives incremental revenue growth.Director of Mobile Operations in addition to multiple stakeholdersJob ResponsibilitiesLead the daily operations of the Mobile Services and We'll Buy Your Car teams (our internal program for purchases), including scheduling, planning workloads, resolving issues, and keeping operations running smoothly.Coordinate technician schedules and dispatch technicians to customer and fleet service appointments to maximize productivity and customer satisfaction.Build and maintain strong relationships with fleet customers by regularly checking in, ensuring quality service, addressing concerns, and helping retain business.Coordinate the availability and distribution of parts to support technicians and minimize repair delaysOversee the We'll Buy Your Car operation at the location, including managing the onsite team, coordinating vehicle intake, and ensuring a smooth customer experience.Coordinate the transportation of purchased vehicles to dealerships and other destinations by scheduling and managing vehicle transport.Monitor the quality of completed work by following up on technician performance, resolving service issues, and ensuring customer expectations are met.Identify operational challenges and implement improvements that increase efficiency, technician productivity, and overall business performance.Track and review key performance metrics such as technician productivity, service volume, customer satisfaction, and operational efficiency to identify opportunities for improvement.Provide training, guidance, and ongoing support to help teams consistently deliver excellent service and follow company standardsWork closely with Sales, Operations, Customer Experience, and other support teams to ensure systems, processes, and communication support efficient daily operations.QualificationsBachelor's degree in business, Operations Management, or related field preferred.Minimum 5+ years of operations leadership and sales experience, preferably in multi-location service environments.Experience managing field operations, program rollouts, or operational scaling initiatives.Strong understanding of service operations, technician workflow, and operational logistics.Strong analytical and problem-solving abilities with the ability to interpret operational performance data.Ability to work independently while managing multiple initiatives across geographically dispersed markets.Willingness and ability to travel up to support national operational initiatives.Physical RequirementsRequires travel within defined areasProlonged periods of standing.