The ideal candidate is a hands-on, high-energy leader who develops, mentors, and inspires their team to deliver exceptional results. They are equally comfortable analyzing performance metrics, rolling up their sleeves to support the floor, and reinforcing process adherence that ensures consistency across every customer interaction.
Leadership & Team Development
· Lead, coach, and develop a high-performing team of Service BDC associates, fostering a culture of accountability, engagement, and professional growth.
· Provide continuous feedback, recognition, and coaching to strengthen both individual and team capabilities.
· Oversee staffing, scheduling, and training to ensure alignment with business volume and customer demand.
· Maintain a positive, performance-driven work environment where people feel valued, challenged, and supported.
Operational Excellence & Process Execution
· Manage daily BDC operations, ensuring process adherence across all Service Appointment Center activities, including inbound calls, recall scheduling, and follow-up communications.
· Partner with dealership leaders to ensure a smooth handoff from BDC to store, maintaining transparency and customer satisfaction throughout the process.
· Monitor KPIs such as contact rate, appointment conversion, show rate, and abandoned call rate to identify trends, coach opportunities, and ensure consistent results.
· Reinforce operational standards, compliance, and company policies across the team.
Customer Experience & Retention
· Ensure every customer touchpoint reflects AutoNation’s values of transparency, professionalism, and care.
· Monitor call quality and customer satisfaction metrics, identifying opportunities to elevate the customer experience.
· Actively resolve escalations and customer concerns while using feedback to drive team development and process improvement.
Continuous Improvement & Innovation
· Analyze performance data to identify patterns and opportunities for efficiency gains.
· Implement process enhancements and best practices that increase appointment conversion and retention.
· Support adoption of new systems, tools, and AI technology to optimize performance and improve customer engagement.
· Collaborate with cross-functional leaders to ensure alignment with company goals and initiatives.
Qualifications & Requirements
· Proven experience leading a BDC, call center, or service operations team (automotive experience strongly preferred).
· Exceptional leadership and people management skills with a focus on coaching, mentoring, and accountability.
· Demonstrated success driving results through process discipline and operational consistency.
· Excellent written and verbal communication skills; strong ability to influence and engage across teams.
· Highly organized with a data-driven mindset and proficiency in Microsoft Office applications.
· Ability to work a flexible schedule.
Physical Requirements & Working Conditions
· Normal office environment.
· Prolonged periods of sitting and computer use.
· Occasional travel for regional training, meetings, or support
Exciting Benefits and Perks Await You:
Competitive compensation and 401k matching
Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits.
Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear
Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers
Join our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide
AutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve.
AutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.