Service Operations Manager

General Purpose

The Service Operations Manager is responsible for advancing the performance, consistency, and growth of service operations across AVE-PLP LLC. This role partners closely with dealership leadership, aftermarket teams, and the Director of Aftermarket to balance strategic development with hands-on operational execution.

Essential Functions

• Lead the development, implementation, and continuous improvement of service processes and procedures across all locations.
• Identify operational inefficiencies and performance gaps, and develop practical solutions to improve technician productivity, service throughput, and customer satisfaction.
• Ensure service processes align with company standards, manufacturer requirements, and long-term growth objectives.
• Establish and maintain common service practices that drive consistency, scalability, and accountability across the enterprise.
• Support dealership leadership during process rollouts and change initiatives, ensuring adoption and sustained execution.
• Serve as a subject matter resource for service operations best practices and performance improvement.
• Design, implement, and manage service programs that increase customer retention, service absorption, and overall aftermarket profitability.
• Collaborate with parts, service, and sales teams to ensure programs are clearly communicated, executable, and measurable.
• Monitor program effectiveness and refine programs based on performance data and feedback.
• Analyze enterprise-level service, technician, and customer data to identify trends, risks, and opportunities for improvement or growth.
• Translate data insights into actionable recommendations for dealership leaders and executive management.
• Track and report on key service performance indicators to support data-driven decision-making.
• Identify new markets, customer segments, and opportunities to expand the service business.
• Evaluate emerging service offerings, technologies, and business models that enhance service revenue and customer value.
• Partner with leadership to assess strategic fit and financial viability of new service opportunities.
• Lead or support pilot programs and start-up service initiatives.
• Lead, coach, and manage the Service Performance Specialist team responsible for operationalizing service strategy and process alignment at the dealership level.
• Set clear priorities, expectations, and success metrics for the team.
• Ensure effective collaboration between Service Performance Specialists, dealership service leaders, and aftermarket leadership.
• Use feedback from the field to refine service processes, programs, and support models confirming continuous improvement.
• Provide leadership and direction for the Service Training team and overall service training strategy.
• Ensure training programs align with service processes, programs, performance expectations, and business objectives.
• Oversee development and delivery of training for service managers, technicians, and parts personnel.
• Continuously evaluate training effectiveness and adjust content, delivery methods, and focus areas to support execution and performance.

Qualifications

• Strong understanding of dealership service operations and aftermarket performance drivers.
• Data-driven decision-making and analytical problem-solving skills.
• Proven people leadership and cross-functional collaboration abilities.
• Change leadership with the ability to influence without direct authority.
• Innovative, growth-oriented mindset grounded in operational discipline.
• Experience in service operations, aftermarket management, or dealership operations (multi-location experience preferred).
• Demonstrated experience leading teams and driving enterprise-wide process improvement.
• Strong communication, organizational, and leadership skills.
• Experience developing and executing service programs and training strategies.

Additional Requirements/Licenses/Certifications

• Must have reliable transportation.
• Must have a valid driver’s license.
• Passing a driving record (MVR), criminal history background checks, employment verification, and drug screen will be required prior to the start of employment.

Working Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Occasional outdoor work in extreme weather conditions (hot/cold).
• Walking on uneven terrain.
• Occasional exposure to insects.
• Occasional exposure to moving mechanical parts; fumes or airborne particles and vibration.
• The noise level in the work environment is moderate.
• Personal Protective Equipment (PPE) required including cold weather gear, eye protection, gloves, and provided uniform.
• A clean and safety-conscientious working environment is required.
• Work may involve long hours and overtime during holidays, weekends, and evenings.
• Required to rotate on-call responsibilities for up to one week at a time.

Physical Activities

• Ability to stand, sit, walk, walk on unpaved terrain, talk, reach with arms and hands, have good manual dexterity, use hands and fingers to operate a computer and telephone keyboard, handle or feel, hear alarms/telephones/normal speaking voice.
• While performing the duties of this job, the employee is regularly required to talk or hear.
• May involve climbing ladders, stairs, steps, and traversing catwalk grating, pushing, pulling, bending, stooping, and kneeling on a frequent basis and working in confined space and manual dexterity required to complete work tasks through safe and proper operation of power and hand tools, and motor vehicles.
• Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
• Moving, positioning, and carrying loads of up to 5 pounds upstairs and loading on four-foot-high surfaces frequently.
• Moderate physical work involving lifting, pushing, or pulling of objects up to 50 pounds frequently and 75 pounds occasionally.