Service Manager, Dealership

About the role

The Service Manager, Dealership Operations plays a crucial role in ensuring the success of the dealership's service businesses, facilities management, and OEM relationships. Reporting directly to the General Manager, this leader oversees a team of up to 40 team members, driving customer satisfaction, profit growth, compliance, and operational excellence.

Responsibilities

• Lead all aspects of the dealership’s Service operations to achieve revenue, gross profit, and customer satisfaction targets.
• Oversee daily/weekly performance reviews, analyzing Key Performance Indicators (CSI, RO count, gross profit, technician efficiency).
• Implement action plans to hit targets.
• Drive consistent execution of operating standards (standardized work, 5S, safety protocols, visual management).
• Partner with Parts Manager 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.
• Ensure the service facility is well-maintained, clean, and fully compliant with brand and OEM image standards.
• Directly manage service vendors (e.g., paint and body, detail) to ensure efficient, high-quality work at a competitive cost.
• Enforce workplace safety standards, OSHA requirements, and loss-prevention measures to protect associates and customers.
• Serve as a liaison with OEM representatives for service.
• 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.
• Build and sustain positive working relationships with OEM field teams to ensure strong collaboration and support.
• Recruit, hire, and retain high-performing Service team; maintain a bench of candidates for key positions.
• Improve, sustain, 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 associates to strengthen leadership capabilities, functional expertise, and operational execution.
• Foster a culture of teamwork, engagement, and continuous improvement throughout the dealership.
• 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.
• Hold teams accountable for measurable results from continuous improvement efforts.

Requirements

• Minimum of 5 years of management experience either in automotive or a lean manufacturing environment.
• A valid driver’s license + clean driving record.
• Proven track record of leading and developing associates.
• Proven ability to obtain project deliverables and company metrics.
• Knowledge of lean manufacturing principles; understanding of the Toyota Production System problem-solving model is a plus.
• An ability to work in a fast-paced, ever-changing production environment while sometimes being exposed to excessive weather conditions (heat/cold).
• Excellent oral and written communications skills.
• Strong analysis and decision-making ability.
• Proficient computer skills.

What We’ll Offer

• Full-Time Position with a competitive salary.
• Medical, Dental, and Vision benefits.
• 401K with company match.
• A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more.
• A great wellness program to keep you healthy and happy, both physically and mentally.
• Access to opportunities to expand your skillset and share your knowledge with others across the organization.
• A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development.
• A seat in one of the fastest-growing companies in the country.

Legal stuff

• Hiring is contingent on passing a complete background check.
• This role is not eligible for visa sponsorship.
• Carvana is an equal employment opportunity employer.
• All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law.
• Carvana also prohibits harassment of applicants or employees based on any of these protected categories.