Dealership Operations Manager

About the role

This is not a back-office operations role. This is a front-line business leadership role responsible for driving revenue, building customer relationships, and creating urgency across the branch. You will lead Parts and Service—but more importantly, you will own the customer experience and the pace of the business. You set the tone for responsiveness, accountability, and follow-through.

Responsibilities

• Own Parts and Service sales performance—this is a revenue role, not just an operations role
• Actively engage customers, build relationships, and identify opportunities to grow the business
• Partner closely with Sales and PSSR teams to support deals and create momentum
• Set and enforce a high standard for speed and responsiveness
• Eliminate bottlenecks that slow down repairs, parts fulfillment, or customer communication
• Ensure machines move through the shop quickly and are sale-ready without delay
• Lead, manage, and hold accountable: Parts, Service, and support staff
• Develop a team that is customer-focused, responsive, and solution-oriented
• Set clear expectations and address issues directly and quickly
• Be the escalation point—and solve problems fast
• Build trust with key customers through visibility and follow-through
• Ensure every interaction reflects our commitment to helping customers win
• Deliver strong financial performance (Parts & Service profitability)
• Maintain a clean, safe, and organized facility (5S standards)
• Cook up with Sales, Rental, and other teams to keep the business moving
• Parts Revenue & Gross Profit vs. Budget
• Service Revenue & Gross Profit vs. Budget
• Turnaround time / speed of execution
• Customer satisfaction and repeat business
• Branch 5S Score

Qualifications

• A driver—someone who takes ownership and pushes things forward
• Strong customer instincts—you naturally build relationships and follow through
• A high sense of urgency—you don't let things sit
• The ability to lead teams while staying close to the action
• A financial understanding of a branch P&L
• 5+ years in a leadership role (dealership, service, construction, or related industry preferred)
• A proven track record of driving results, not just maintaining operations