Director of Service Business Development Center

Overview

Apple Autos is a 6-brand, 7 location automotive company committed to extraordinary customer experiences and empowering growth and loyalty. They are seeking a Director of Service Business Development Center (BDC) to enhance service communication, customer experience, and retention strategies.

Responsibilities

• Build and lead a high-performing Service BDC team focusing on exceptional guest experiences.
• Develop strategic BDC processes to improve appointment show rate, repair order volume, retention, and service sales.
• Partner with Service Managers, Fixed Ops leadership, and other departments to align goals and reporting.
• Establish performance expectations and KPI dashboards for agents and managers.
• Conduct ongoing performance coaching and ensure consistent execution of scripts, process flows, and communication standards.
• Oversee workforce management, staffing levels, scheduling, training, and onboarding.
• Implement processes for handling inbound calls, outbound calls, missed opportunities, and follow-up campaigns.
• Ensure CRM utilization, accurate data entry, and process compliance across all teams.
• Elevate the service guest experience through proactive communication, personalized outreach, and service awareness campaigns.
• Identify pain points, operational gaps, and improvement opportunities across the customer journey.
• Drive initiatives that increase customer satisfaction, CSI scores, and long-term retention.
• Leverage CRM, telephony systems, reporting tools, and service software to optimize workflow and productivity.
• Monitor, analyze, and report on all Service BDC performance metrics.
• Recommend and implement new technologies or process enhancements.
• Partner with Service Managers, Parts Departments, Marketing, Sales, HR to support marketing campaigns, seasonal service promotions, and align staffing and scheduling with shop capacity and technician availability.
• Assist with budgeting and workforce planning.

Requirements

• 5+ years of leadership experience in automotive BDC, service operations, or call center environment (automotive experience preferred).
• Proven ability to lead, motivate, and develop a team in a fast-paced environment.
• Strong understanding of service operations, appointment coordination, and retention strategy.
• Excellent communication, coaching, and process-building abilities.
• Data-driven mindset with strong analytical and problem-solving skills.
• Experience with CRM and BDC technology platforms.

Qualifications

• Proven track record of success in similar roles.
• Ability to manage multiple priorities and adapt to changing environments.
• Strong interpersonal and communication skills.
• Ability to work independently and as part of a team.
• Passion for customer service and continuous improvement.

Benefits

• Competitive Pay
• Flexible Working Hours
• Advancement Opportunities
• Scholarships, Tuition Reimbursement, Growth and Development Plans
• Professional and Respectful Work Environment
• Medical, Vision, Dental, Health Savings Account, Flexible Spending Account
• Company Paid Life Insurance along with Voluntary Life and Disability
• Health Club Reimbursement
• New and Used Vehicle, Parts, and Service Discounts
• Vacation, Holiday, Volunteer Time Off
• 401k with a Company Matching Contribution
• Employee Assistance Programs

Benefits

• Medical
• Vision
• Dental
• Health Savings Account
• Flexible Spending Account
• Company Paid Life Insurance
• Voluntary Life and Disability
• Health Club Reimbursement
• New and Used Vehicle, Parts, and Service Discounts
• Vacation, Holiday, Volunteer Time Off
• 401k with a Company Matching Contribution
• Employee Assistance Programs

Pay

$72,000.00 - $85,000.00

Schedule

Full Time

Benefits

• Medical
• Vision
• Dental
• Health Savings Account
• Flexible Spending Account
• Company Paid Life Insurance
• Voluntary Life and Disability
• Health Club Reimbursement
• New and Used Vehicle, Parts, and Service Discounts
• Vacation, Holiday, Volunteer Time Off
• 401k with a Company Matching Contribution
• Employee Assistance Programs

Qualifications

• Proven track record of success in similar roles.
• Ability to manage multiple priorities and adapt to changing environments.
• Strong interpersonal and communication skills.
• Ability to work independently and as part of a team.
• Passion for customer service and continuous improvement.

EEO Statement

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.