Senior Manager, After Sales Programs

About the role

The After-Sales team at AutoNation plays a critical role in maintaining relationships with customers who buy both new and used vehicles from our dealerships. The Senior Manager, After-Sales Programs, will work across a variety of digital tools and service platforms to deliver excellent customer experience, helping AutoNation grow its market share in the service space. This is an onsite position based at our headquarters in Fort Lauderdale, Florida.

Responsibilities

• Hire, lead, and develop a team of direct reports, setting clear goals, providing ongoing coaching and performance feedback, and building bench strength across the team.
• Own oversight of After-Sales digital tools, including the Customer Engagement Platform (CEP) and Digital Service Experience tools such as Video MPI and Comm 360.
• Strategize, pilot, plan, oversee, and launch various customer experience tools nationally, including Digital Check-In, Inspection/MPI, Technician Picture & Video, Texting, E-Payment, and Loaner Car solutions.
• Partner with the Connected Vehicle team to leverage and activate OEM (original equipment manufacturer) leads.
• Work with assorted digital appointment scheduling tools to improve appointment conversion and show rates.
• Manage and oversee assorted After-Sales pilots tied to the Northstar transformation initiative.

Qualifications

• 5 or more years of direct and relevant industry-related experience; Bachelor's degree preferred.
• Strong analytical skills.
• Strong understanding of connected vehicle technology and the technical competency to collaborate with internal and external IT stakeholders.
• Experience in business development, strategic partnerships, or technology sales within the automotive industry.
• 2 to 5 years' experience with CDK/CDK Service or other service appointment scheduling tools and service lane technology.
• Experience working with multiple levels of an organization and across multiple teams.
• Occasional travel will be required.

Benefits

• Competitive compensation and 401k matching
• Insurance plans (health, dental, vision) and maternity benefits
• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear
• Discounts through YouDecide, a website with offers from top providers and retailers
• DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide