Service Drive Manager

Responsibilities

• Lead and coach service advisors to meet daily performance targets
• Monitor advisor KPIs: ELR, HPR, RO count, upsell conversion, and video MPI send rates
• Ensure consistent customer communication from check-in to vehicle delivery
• Resolve customer concerns promptly to maintain high CSI scores
• Collaborate with parts and technician teams to streamline workflow
• Conduct daily service drive huddles and weekly advisor one-on-ones
• Audit repair orders for accuracy, compliance, and profitability
• Manage advisor schedules, coverage, and staggered lunch breaks
• Reinforce dealership culture and legacy through advisor interactions
• Track advisor performance and implement personalized growth plans
• Coordinate with management to support incentive programs and coaching strategies
• Support comeback prevention by identifying communication breakdowns on the drive
• Maintain compliance with labor regulations and internal service protocols

Qualifications

• 3+ years of experience managing service advisors in a dealership setting
• Strong understanding of service drive metrics and front-end operations
• Proficiency with Reynolds, CDK, Xtime, or equivalent service scheduling platforms
• Proven ability to coach, motivate, and hold advisors accountable
• Excellent communication, customer service, and conflict-resolution skills
• High school diploma or higher education
• Valid driver’s license with a clean driving record
• Passion for developing teams and elevating customer experiences
• Comfort working in high-volume environments with fast-paced service demands
• Strong organizational skills with the ability to manage multiple priorities
• Familiarity with dealership branding and legacy reinforcement through customer-facing roles

What We Offer
Competitive compensation (base + bonus), training programs, clear growth paths, and a tight-knit team that thrives on success and transparency.