Service BDC Manager

About Toyota of Olympia

Toyota of Olympia is a premier Toyota dealership dedicated to providing exceptional automotive experiences to customers. Known for excellence in customer service and offering a wide range of high-quality vehicles, we strive to meet and exceed customer expectations.

Service BDC Manager

Toyota of Olympia | Tumwater, WA
Toyota of Olympia is seeking an experienced, driven, and people-focused Service BDC Manager to lead our Service Business Development Center team. This role requires someone who understands the importance of creating an exceptional customer experience, building strong processes, driving accountability, maximizing service retention, and developing a team culture focused on consistency and results.

• Lead, coach, and develop the Service BDC team to maximize performance, appointment show rates, customer satisfaction, and retention
• Oversee daily operations of the Service BDC department including inbound calls, outbound follow-up, appointment scheduling, campaigns, and customer communication
• Monitor KPIs, conversion metrics, appointment effectiveness, and team productivity
• Ensure a high level of professionalism, responsiveness, and consistency in all customer interactions
• Work closely with Service Advisors, Service Managers, and leadership to improve communication, workflow, and customer experience
• Develop processes and accountability systems that support efficiency and long-term growth
• Train, mentor, and motivate team members while maintaining high performance standards
• Identify opportunities to improve customer retention, service traffic, and operational effectiveness
• Aid in hiring, onboarding, and performance management of BDC team members

Qualifications

• Previous automotive Service BDC leadership or management experience required
• Strong understanding of dealership service operations and appointment processes
• Proven experience leading teams and driving performance
• Excellent communication, coaching, and interpersonal skills
• Strong organizational, multitasking, and problem-solving abilities
• Experience with CRM systems, scheduling platforms, and dealership software
• Reynolds & Reynolds experience preferred
• Traffic of Toyota dealership experience strongly preferred
• Ability to work collaboratively in a team-focused environment
• Professional demeanor with strong accountability and leadership presence

Schedule

This is a full-time, in-person leadership role based at Toyota of Olympia in Tumwater, WA. Flexibility with schedule, including occasional evenings or weekends, may be required based on business needs.