Aftersales Market Mgr San Francisco

Key Responsibilities

• Drive market performance against parts, accessories, repair order growth, and customer retention objectives.
• Analyze retailer performance data and identify opportunities to improve operational processes and business outcomes.
• Partner with retailers to improve customer experience, service satisfaction, and overall aftersales performance.
• Streamline retailer communications and prioritize urgent action items that support corporate programs and field execution.
• Monitor and manage key business metrics, including warranty expense, training compliance, technical workshop requirements, repair order performance, and parts sales performance.

Major Areas of Focus

• Conduct operational analysis visits to assess retailer strengths, opportunities, risks, and performance gaps, with focused support for lowest-performing retailers.
• Support retailer implementation and sustained use of key service processes, including tablet check-in, multipoint inspection, technician video, declined service follow-up, and related customer engagement tools.
• Work with retailers to improve customer-pay retention, Overall Service Satisfaction (OSAT), and days to appointment, helping maximize retailer profitability and customer satisfaction.

Required Qualifications

• 5+ years’ experience in retail or wholesale automotive operations with a proven track record of success.
• Bachelor’s degree or equivalent experience in automotive operations, preferably with a focus on fixed operations.
• Ability to travel more than 75%, including regular retailer visits across the assigned market.