Senior Operations Manager, Dealership

About the role

The Associate General Manager, Dealership Operations is responsible for the success of the dealership's service & parts businesses, overall facilities management, and OEM relationship. This leader oversees a team of up to 50 associates and managers, driving customer satisfaction, profit growth, compliance, and operational excellence across the dealership.

Responsibilities

• Management – Service & Parts Operations
  • Lead all aspects of the dealership’s Service and Parts operations to achieve revenue, gross profit, and customer satisfaction targets.
    • Oversee daily/weekly performance reviews, analyzing KPIs (CSI, RO count, gross profit, efficiency) and implementing action plans to hit targets.
      • Drive consistent execution of operating standards (standardized work, 5S, safety protocols, visual management).
      • Partner with Service and Parts Managers to improve workflow, reduce cycle times, and maximize shop and parts department throughput.
      • Monitor warranty processes to ensure compliance and maximize claim recovery.
      • Continuously improve customer experience, speed of service, and first-time fix rate.
• Facilities – Dealership Maintenance & Compliance
  • Ensure the dealership facility is well-maintained, clean, and fully compliant with brand and OEM image standards.
    • Directly manage facilities vendors (janitorial, landscaping, equipment maintenance, signage, etc.) to maintain safe and professional work and customer environments.
    • Work with Carvana’s Property Operations team to manage preventive maintenance schedules and capital improvement projects for service bays, customer lounges, and parts storage.
    • Enforce workplace safety standards, OSHA requirements, and loss-prevention measures to protect associates and customers.
• Relationship – OEM & Brand Alignment
  • Serve as primary liaison with OEM representatives across service, parts, and facility compliance.
    • Ensure alignment with OEM warranty policies, recall processes, and customer satisfaction programs.
    • Proactively manage OEM facility inspections, responding to audit findings and driving timely resolution of issues.
    • Represent Carvana in OEM meetings and performance reviews, consistently achieving or exceeding manufacturer objectives.
    • Build and sustain positive working relationships with OEM field teams to ensure strong collaboration and support.
• People Leadership & Development
  • Recruit, hire, and retain high-performing Service and Parts teams; maintain a bench of candidates for key leadership positions.
    • Establish and oversee training, certification, and career progression programs for associates at all levels.
    • Deliver competency-based feedback and performance reviews to drive accountability and growth.
    • Mentor Service and Parts Managers to strengthen leadership capabilities and operational execution.
    • Foster a culture of teamwork, engagement, and continuous improvement throughout the dealership.
• Continuous Improvement
  • Identify and prioritize opportunities for process and performance improvement across fixed operations.
    • Lead and sponsor Lean/Kaizen initiatives that increase efficiency, reduce costs, and enhance customer experience.

Qualifications

Preferred qualifications include:

• Bachelor’s degree in Business Administration, Automotive Management, or related field.
• Minimum of 5 years of experience in automotive retail, preferably in a management capacity.
• Experience managing a team of 50 or more associates.
• Strong understanding of automotive industry regulations and compliance.
• Excellent communication and interpersonal skills.
• Ability to lead and motivate a diverse team.