Head of Operations Management (m/w/d)

Fixed Operations Manager

Ford Dealership

Position: Fixed Operations Manager
Department: Fixed Operations - Service & Parts
Reports To: General Manager / Dealer Principal
Employment Type: Full-Time

Position Summary

The Fixed Operations Manager is responsible for the overall leadership, performance, profitability, and customer satisfaction of the dealership’s Service, Body Shop and Parts departments. This position will develop and lead a high-performing team while ensuring the dealership consistently delivers an exceptional customer experience and operates in accordance with Ford Motor Company standards, dealership policies, and applicable laws and regulations.

The ideal candidate is a proven automotive leader with strong knowledge of dealership service and parts operations, excellent financial and organizational skills, and the ability to motivate employees and drive results.

Key Responsibilities

Leadership & Management

• Lead, manage, and develop the Service and Parts departments.
• Establish clear performance expectations and hold department managers and employees accountable.
• Recruit, train, coach, and retain qualified personnel.
• Conduct regular performance reviews and provide ongoing feedback.
• Promote a professional, positive, and team-oriented work environment.
• Ensure all employees follow dealership policies, procedures, and safety requirements.

• Oversee daily Service Department operations, workflow, scheduling, and productivity.
• Monitor technician productivity, efficiency, proficiency, and quality of work.
• Ensure repair orders are properly written, documented, and closed.
• Maintain appropriate staffing levels and technician capacity.
• Monitor warranty, customer-pay, internal, and recall repair operations.
• Work closely with Service Advisors, Technicians, and the Service Manager to resolve operational issues.
• Ensure vehicles are repaired correctly and delivered to customers on time.
• Maintain compliance with Ford service procedures, programs, and standards.

• Oversee Parts Department inventory, purchasing, pricing, stocking, and special orders.
• Maintain appropriate inventory levels while minimizing obsolescence and excess inventory.
• Monitor parts gross profit and inventory turnover.
• Ensure efficient parts distribution to the Service Department and retail customers.
• Develop strong relationships with vendors and maintain competitive pricing.
• Ensure accurate parts receiving, stocking, and accounting procedures.

• Monitor department profitability, gross profit, expenses, and operating performance.
• Review monthly financial statements and identify opportunities for improvement.
• Establish and monitor departmental goals and key performance indicators.
• Control expenses while maintaining high levels of customer service.
• Develop action plans to improve productivity, profitability, and overall fixed operations performance.
• Work with dealership leadership to prepare and manage annual departmental budgets.

• Make customer satisfaction a top priority throughout the Fixed Operations departments.
• Monitor customer satisfaction scores, reviews, complaints, and retention.
• Address escalated customer concerns professionally and promptly.
• Develop processes that improve communication, transparency, and the overall service experience.
• Promote customer retention and service-lane loyalty.

• Ensure dealership operations comply with Ford Motor Company requirements, programs, and policies.
• Monitor and improve performance on applicable Ford service and customer satisfaction programs.
• Maintain compliance with federal, state, and local regulations.
• Ensure proper handling of warranty claims, recalls, and manufacturer requirements.
• Maintain a clean, safe, organized, and professional Service and Parts operation.

The Fixed Operations Manager will be responsible for improving and maintaining key performance indicators, including:

• Service Department gross profit
• Parts Department gross profit
• Technician productivity and efficiency
• Labor sales and effective labor rate
• Customer-pay repair order growth
• Service retention and customer loyalty
• Customer satisfaction scores
• Warranty and recall performance
• Parts inventory turns and obsolescence
• Expense control
• Employee retention and development
• Overall Fixed Operations profitability

Required:

• Minimum of 3-5 years of automotive dealership management experience.
• Strong understanding of Service and Parts Department operations.
• Proven ability to manage personnel and financial performance.
• Strong communication, leadership, and problem-solving skills.
• Ability to analyze dealership financial statements and departmental performance reports.
• Strong customer service and conflict-resolution skills.
• Working knowledge of dealership management systems and automotive service processes.
• Valid driver's license and acceptable driving record.

• Previous Fixed Operations Director or Fixed Operations Manager experience.
• Ford dealership experience.
• Experience with Ford Motor Company programs and performance standards.
• Manufacturer or automotive management certifications.
• Experience managing both Service and Parts departments.

High school diploma or equivalent required. College degree, automotive management education, or industry certifications are preferred.

Compensation & Benefits

Compensation will be competitive and commensurate with experience and performance.

Benefits may include:

• Competitive salary and performance-based compensation
• Medical, dental, and vision insurance
• 401(k) or retirement plan
• Paid time off
• Employee vehicle purchase/service benefits
• Manufacturer training and professional development
• Employee discounts
• Career advancement opportunities

This position operates in a fast-paced automotive dealership environment and requires regular interaction with customers, technicians, service advisors, parts personnel, management, vendors, and manufacturer representatives.

The Fixed Operations Manager must be comfortable working in a high-volume environment, managing multiple priorities, making time-sensitive decisions, and maintaining professionalism under pressure.

Equal Opportunity Employer

The dealership is an Equal Opportunity Employer and is committed to providing a professional workplace where employees are treated with respect and given opportunities for growth and advancement.

Our Ideal Candidate

We are looking for a hands-on automotive leader who understands that people, processes, and profitability work together. The successful candidate will build a strong team, improve operational efficiency, increase customer retention, and drive profitable growth across the dealership’s Fixed Operations departments.