Fixed Operations Manager
2 weeks ago
Position Summary
The Fixed Operations Manager is responsible for overseeing and optimizing all fixed operations departments within the dealership, including Service, Parts, and, where applicable, Detail. This role focuses on maximizing profitability, improving customer satisfaction, ensuring operational efficiency, and maintaining compliance with manufacturer and dealership standards.
Key Responsibilities
Operational Management
- Oversee daily operations of the Service and Parts departments
- Develop and implement processes to improve productivity, efficiency, and profitability
- Monitor and manage departmental KPIs such as labor efficiency, effective labor rate, parts gross, absorption rate, and customer retention
- Ensure departments are operating in compliance with OEM, dealership, and regulatory standards
Financial Performance
- Prepare and manage departmental budgets and forecasts
- Analyze financial statements and identify opportunities to improve gross profit and expense control
- Drive fixed operations absorption to support overall dealership profitability
- Approve pricing strategies for labor and parts while remaining competitive in the market
Leadership & Staff Development
- Recruit, train, coach, and evaluate service, parts, and body shop management teams
- Foster a positive, performance-driven culture with accountability and teamwork
- Set clear performance expectations and conduct regular performance reviews
- Ensure proper staffing levels and scheduling to meet customer demand
Customer Experience
- Promote a customer-first culture across all fixed operations departments
- Monitor CSI, online reviews, and customer feedback; implement action plans to improve scores
- Resolve escalated customer concerns in a timely and professional manner
- Ensure consistent service quality and communication standards
Process Improvement & Compliance
- Implement and enforce dealership policies and standard operating procedures
- Ensure warranty administration accuracy and compliance with manufacturer requirements
- Maintain clean, safe, and organized facilities that meet Ontario regulations
- Lead continuous improvement initiatives and adopt best practices
Manufacturer & Vendor Relations
- Act as the primary liaison with OEM representatives for fixed operations
- Ensure compliance with factory programs, audits, and performance standards
- Manage relationships with key vendors and suppliers
Qualifications
- Minimum of 5–10 years of automotive fixed operations experience
- Proven leadership experience in Service and Parts management
- Strong financial acumen with the ability to analyze P&L statements
- Excellent communication, organizational, and problem-solving skills
- Experience with dealership management systems (CDK, Reynolds & Reynolds, Dealertrack, etc.)
- Strong understanding of warranty administration and OEM compliance
- Ability to lead multiple departments and manage competing priorities
Preferred Skills & Experience
- Prior experience as a Fixed Operations Manager or Service Manager
- OEM franchise dealership experience
- Track record of improving fixed ops profitability and CXI
- Advanced training or certifications
Compensation & Benefits
- Competitive salary with performance-based incentives
- Health, dental, and vision insurance
- Paid time off and holidays
- Ongoing training and professional development opportunities
Job Types: Full-time, Permanent
Pay: $75,000.00-$150,000.00 per year
Work Location: In person
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