The Fixed Operations Director oversees the entire fixed operations of a dealership, including Service and Parts departments. They are responsible for ensuring profitability, customer satisfaction, employee retention, operational efficiency, and adherence to dealership and manufacturer standards.
Leadership & Management:
Lead and manage Service and parts departments.
Recruit, train, develop, and retain department managers and staff.
Set department goals, monitor performance, and provide regular coaching.
Operational Excellence:
Ensure all departments operate efficiently and maintain high-quality standards.
Implement best practices for workflow, scheduling, customer handling, and warranty processing.
Monitor and manage departmental budgets, expenses, and profitability.
Customer Experience:
Champion a customer-first culture across all fixed operations.
Resolve complex customer complaints and ensure high CSI (Customer Satisfaction Index) scores.
Oversee systems to track and improve customer feedback.
Financial Management:
Develop, monitor, and achieve fixed operations revenue and profitability goals.
Analyze financial statements, manage cost controls, and drive business development.
Ensure effective inventory control and parts turnover.
Compliance and Standards:
Ensure compliance with all dealership, manufacturer, and government policies and regulations.
Maintain a safe and clean work environment that meets OSHA and dealership safety standards.
Strategy & Growth:
Identify opportunities for market share growth in service, parts, and collision sectors.
Develop and execute marketing strategies to promote service offerings.
Foster relationships with insurance companies, fleet accounts, and vendors.
5+ years of leadership experience in dealership fixed operations.
Strong understanding of dealership financials (P&L statements, forecasting, budgeting).
Knowledge of DMS systems (such as CDK, Reynolds & Reynolds) and CRM tools.
Exceptional leadership, problem-solving, and customer service skills.
Strong communication and organizational abilities.
ASE Certification or manufacturer certifications preferred.
Bachelor’s degree in Business Administration, Automotive Management, or related field preferred (or equivalent experience).
Primarily indoor office environment with frequent visits to service, parts, and collision work areas.
May require occasional evening or weekend work to meet deadlines or attend dealership events.
Compensation
Compensation is based on experience and commensurate with Fortune 500 companies.