Process Performance Manager

About the role

JM&A Group is seeking a Process Performance Manager to support one of our Strategic Dealer Partners within the Raleigh, North Carolina market. This role is responsible for driving performance improvement initiatives, coaching dealership teams, and implementing best practices that enhance customer engagement, lead management, and operational effectiveness. The ideal candidate will possess strong retail automotive leadership experience, a passion for developing people, and must reside in the Raleigh, NC area.

Responsibilities

• Partner with dealership leadership teams to identify performance improvement opportunities and implement sustainable process enhancements.
• Provide hands-on, individual and group training within dealership environments.
• Participate in live coaching and "show me" activities including appointment setting, phone handling, email communication and etiquette, customer handoff processes.
• Analyze operational reports, performance metrics, and key data points to identify trends and opportunities.
• Build and maintain strong relationships with dealership personnel and leadership teams.
• Effectively communicate recommendations, performance insights, and action plans to internal and external stakeholders.
• Support the adoption of sales, lead management, and customer engagement best practices.
• Demonstrate accountability for assigned initiatives and follow-through on performance goals.
• Embrace a growth-oriented, entrepreneurial mindset while supporting business objectives.
• Serve as a trusted advisor and business partner to dealership teams.

Requirements

• Minimum of 2 years of retail automotive management experience required.
• Previous experience in internet sales, BDC operations, sales management, or related leadership roles required.
• Demonstrated success in lead generation, customer engagement, and outbound communication processes.
• Experience coaching, mentoring, and developing dealership personnel.
• Strong analytical skills with the ability to interpret performance metrics and operational reports.
• Excellent communication, presentation, and relationship-building skills.
• Proven ability to quickly establish credibility and build rapport with dealership leadership and staff.
• Ability to balance strategic thinking with hands-on execution.
• Passion for the automotive industry and a commitment to continuous improvement.
• Must reside in the Raleigh, NC area.