Service Operations Manager - Region North

Service Operations Manager - Region North Rochester, NY

Competitive Pay, Close to Home, Easy Application Process - Apply Today

Benefits : Competitive Pay & Bonuses Paid Training Paid Time Off Health Benefits Employee Discount 401k & More

$75,000-$95,000 / year based on experience

Position Specifics

Department : Service Reports to : VP of Service (Direct) / VP of OPS (Indirect) Supervises : None Locations Covered : Multi-store regional group (58 locations)

Purpose : The Service Operations Manager is responsible for driving the profitability and performance of Service Departments within an assigned region. This role ensures operational consistency, financial accountability, and process adherence across all locations, aligning store-level actions with company goals for customer satisfaction, efficiency, and revenue growth.

Responsibilities

• Operational Leadership
• Oversee daily service operations across assigned locations to ensure consistent execution of company standards and procedures.
• Partner with Store and Service Managers to develop action plans addressing performance gaps and operational inefficiencies.
• Partner with Store Management to mediate employee conflict resolution in accordance with company policy and culture.
• Conduct regular site visits and operational audits to validate compliance with safety, process, and quality standards.
• Champion the adoption of tools and systems such as JDSO, Power BI dashboards, and technician performance reports.
• Financial & Profitability Management
• Drive overall Service Department profitability through proactive management of labor recovery, labor performance, and expense control.
• Monitor and analyze financial statements, KPIs, and service metrics (Labor performance, Warranty recovery rate, and WIP performance).
• Support Store and Service Managers in understanding financial drivers and implementing corrective actions when targets are missed.
• Identify opportunities for margin improvement through process, job quoting, and parts utilization optimization.
• Collaborate with Parts and Sales leaders to drive absorption and cross-departmental profitability.
• Process & Performance Improvement
• Develop and standardize service processes that enhance technician productivity, job accuracy, and customer satisfaction.
• Implement consistent scheduling, quoting, and work order management practices across all stores.
• Ensure adherence to warranty and internal policy procedures to protect profitability and compliance.
• Lead regional service performance meeting with Service & Store Managers, reviewing metrics and improvement plans.
• People Development & Leadership
• Coach Service Managers to become financially minded leaders capable of managing budgets and KPIs.
• Partner with VP of Ops / Service and Training teams to identify technician and advisor training needs.
• Support the recruitment, retention, and development of high-performing service talent.
• Foster a culture of accountability, teamwork, and continuous improvement.
• Perform / support onboarding of new service employees including regular follow up and evaluation of onboarding process.
• Customer Experience & Brand Alignment
• Ensure customer satisfaction goals are met through timely repairs, effective communication, and follow-up processes.
• Support the resolution of escalated service issues with professionalism and empathy.
• Promote a consistent customer experience aligned with company brand standards and values.

Requirements

Qualifications :

Salary Description $75,000 - $95,000