Service Operations Manager

About the Role

Flexcar is completely reimagining car ownership. We offer the world's first month-to-month car lease, with insurance and maintenance included. Members can swap cars anytime as their needs change, without the commitment or hassle of traditional car ownership. By combining operational expertise with technology, data, and AI, we're transforming every aspect of the customer journey and delivering a more affordable, flexible, and hassle-free alternative to buying or leasing.

What You'll Do

The Service Operations Manager leads daily shop, service, parts, and vehicle-readiness operations to meet production and vehicle availability goals. This role directly manages technicians, parts associates, and Operations Specialists while coordinating repair schedules, inspections, detailing, parts, vendors, tow-in triage, mobile repairs, and the Out of Service (OOS) backlog. Exceptional attention to detail is essential. The manager verifies vehicle condition, work quality, records, invoices, and inventory accuracy; identifies issues before they affect availability; and ensures every vehicle is prepared to Flexcar standards. This is a hands-on role with a visible presence on the floor and vehicle lot.

Production, Workflow & Scheduling

• Build and adjust daily production plans using due dates, repair priorities, technician skills, staffing, and parts availability.
• Assign work to technicians and Operations Specialists, track hourly progress, and address delays before they affect vehicle availability.
• Coordinate tow-in triage, third-party service appointments, vendor pickups and drop-offs, and mobile repair van scheduling.
• Review and approve Auto Integrate submissions and verify that service, inspection, and vehicle-readiness work is completed accurately and on time.
• Partner with the Site Lead to prioritize the OOS backlog and monitor unavailable vehicles until the cause of delay is resolved.

Team Leadership, Quality & Efficiency

• Lead, schedule, coach, and develop technicians, parts associates, and Operations Specialists through daily direction, structured meetings, and regular performance feedback.
• Oversee detailing, readiness, return and infleet inspections, vehicle photography, inventory scans, vehicle movement, and lot organization.
• Audit completed work and documentation for accuracy, including vehicle damage, missing equipment, repair status, photos, and vehicle location.
• Monitor technician labor efficiency and Operations Specialist productivity and quality; investigate variances and implement corrective action.
• Maintain appropriate staffing and coverage within budget, holding the team accountable for productivity, attendance, safety, documentation, and quality.
• Conduct Gemba walks, maintain 6S practices, and step into frontline operations when needed.

Parts, Vendor & Financial Management

• Manage parts procurement, receiving, storage, assignment, inventory controls, shrink reduction, and the parts budget.
• Track delayed or backordered parts and confirm parts and inventory records are complete and accurate.
• Manage vendor relationships, appointments, repair quality, turnaround time, pricing, and documentation.
• Analyze parts, labor, overtime, and third-party vendor spend against budget and address material variances.
• Ensure service-, parts-, and vendor-related invoices are accurate and submitted through Flexcar's billing system.

Communication, Administration & Compliance

• Provide timely vehicle-status updates to the Member Experience Manager and coordinate priorities, staffing, and OOS management with the Site Lead.
• Maintain complete and accurate service, inventory, vehicle, safety, and vendor records in company systems.
• Ensure accurate timekeeping and complete weekly timecard audits before payroll close.
• Protect vehicles, company property, technology, and member information while maintaining compliance with company policies, Cal/OSHA requirements, environmental standards, and safe work practices.
• Support assigned projects and additional operational needs as required.

Your Core KPIs

• Customer Experience Score
• Inventory Availability Score
• Unavailability Score
• Fleet Utilization Score
• Technician Labor Efficiency
• Parts Shrink & Vendor Spend
• Production Plan Attainment
• OOS Backlog & Vehicle Readiness

What Drives Success for This Role

• Three to five years of operations management experience, preferably in automotive service, fleet operations, vehicle reconditioning, rental operations, or a related environment.
• Experience directly managing frontline teams; experience leading technicians, parts associates, or vehicle-readiness employees is preferred.
• Exceptional attention to detail when reviewing vehicle condition, work quality, inventory records, invoices, timecards, and operational data.
• Strong organization, communication, coaching, and problem-solving skills, with the ability to manage multiple priorities without sacrificing accuracy.
• Ability to analyze raw data, identify trends and discrepancies, and translate findings into action.
• Understanding of 6S, Gemba, and continuous-improvement practices; comfort using smartphones, reporting tools, and operational technology platforms.
• Bachelor's degree in Operations Management or a related field is preferred but not required.
• Valid driver's license with an acceptable driving record; ability to lift and carry up to 50 pounds and work outdoors in varying conditions.
• Flexibility to work days, evenings, nights, weekends, and some holidays based on business needs.

Benefits

• Rest & Relaxation: Flexible PTO policy.
• Future Savings: Benefit from a 401(k) plan with company match from day one.
• Benefits: Day One - Excellent, low-cost healthcare coverage including medical, dental, vision.
• Drive a Flexcar! Discounted employee rate on Flexcar products and no annual membership fee.
• Weekly pay and other amazing perks!