The Director of Fixed Operations is responsible for overseeing and optimizing the dealership’s fixed operations departments, including Service, Parts, and Body Shop. This senior-level role ensures operational excellence, high customer satisfaction, revenue growth, and departmental profitability across all fixed ops divisions. The ideal candidate is a strategic thinker with a strong background in dealership operations and a proven ability to lead large teams. Must be able to train, develop and navigate both the service and parts departments. To include wholesale and retail parts strategies, Saturday Service development and implementation strategy. Must be able to provide successful examples of strategic procedural implementation strategies during the interview process.
Key Responsibilities:
- Provide strategic leadership to the Service, Parts, and Collision Center departments.
- Develop and implement policies, procedures, and best practices to enhance operational efficiency and customer satisfaction.
- Establish and track performance goals, KPIs, and budgets for each department.
- Lead training, and development efforts for fixed ops personnel, including service advisors, technicians, and parts staff.
- Ensure compliance with all regulatory requirements, safety standards, and manufacturer guidelines.
- Manage vendor relationships, warranty processes, and manufacturer programs and incentives.
- Collaborate with the sales and finance departments to drive service-to-sales and parts-to-sales initiatives.
- Monitor inventory levels and parts ordering processes to optimize cash flow and parts availability.
- Analyze financial statements and departmental reports to identify opportunities for growth and improvement.
- Foster a customer-first culture with an emphasis on retention and repeat business.
- Implement technology solutions and digital tools to modernize the service experience.
Qualifications:
- Bachelor’s degree in Business Administration, Automotive Management, or a related field preferred.
- Minimum of 7-10 years of experience in fixed operations within a dealership environment, including 3+ years in a leadership role.
- Strong knowledge of dealership management systems (e.g., CDK, Reynolds & Reynolds, Dealertrack).
- Excellent leadership, communication, and interpersonal skills.
- Proven track record of improving profitability and operational performance.
- Ability to analyze complex data and make informed decisions.
- OEM certification and training credentials are a plus.
Performance Metrics:
- Customer Satisfaction Index (CSI) scores
- Service and parts gross profit and net profit margins
- Fixed absorption rate
- Labor productivity and efficiency
- Warranty and internal labor recovery
- Technician and advisor retention rates
Working Conditions:
- Fast-paced dealership environment with frequent interaction with staff and customers.
- Requires flexibility to work evenings and weekends as needed.