Senior Operations Manager, Dealership

About the role

You own the end-to-end operational performance of the dealership's service and parts business in alignment with Carvana's promise of delivering a no-hassle, quality experience you would share with your own mother. You will lead a team of up to 50 associates and managers, driving customer satisfaction, profit growth, compliance, and operational excellence across fixed operations. This role requires partnership with Service and Parts Managers to optimize workflow, reduce cycle times, and maximize throughput while maintaining strict adherence to brand and OEM standards. You will manage all facets of service and parts operations to hit revenue, gross profit, and customer satisfaction targets in a high-quality environment. You will ensure facility maintenance, safety, and compliance create a professional and welcoming environment for both associates and customers. You will act as the primary liaison with OEMs, ensuring alignment with warranty policies, recall processes, and satisfaction programs. You will mentor and develop leadership capabilities across the dealership to build a resilient and high-performing team.

Key facts

What you'll do

Lead all aspects of the dealership's Service and Parts operations to achieve revenue, gross profit, and customer satisfaction targets.

Oversee daily and weekly performance reviews, analyzing key performance indicators such as CSI, RO count, gross profit, and efficiency, then implement action plans to hit targets.

Drive consistent execution of operating standards including standardized work, 5S, safety protocols, and visual management across the service and parts environment.

Partner with Service and Parts Managers to improve workflow, reduce cycle times, and maximize shop and parts department throughput.

Monitor warranty processes to ensure compliance and maximize claim recovery while maintaining documentation integrity.

Continuously improve customer experience, speed of service, and first-time fix rate through data-driven initiatives and targeted coaching.

Ensure the dealership facility is well-maintained, clean, and fully compliant with brand and OEM image standards at all times.

Directly manage facilities vendors such as janitorial, landscaping, equipment maintenance, and signage to maintain safe and professional work and customer environments.

Work closely with Carvana's Property Operations team to manage preventive maintenance schedules and capital improvement projects for service bays, customer lounges, and parts storage areas.

Enforce workplace safety standards, OSHA requirements, and loss-prevention measures to protect associates and customers across the dealership.

Serve as the primary liaison with OEM representatives across service, parts, and facility compliance to ensure seamless communication and alignment.

Ensure alignment with OEM warranty policies, recall processes, and customer satisfaction programs through proactive follow-up and resolution.

Proactively manage OEM facility inspections, responding to audit findings and driving timely resolution of issues to maintain compliance.

Represent Carvana in OEM meetings and performance reviews, consistently achieving or exceeding manufacturer objectives through strong collaboration.

Build and sustain positive working relationships with OEM field teams to ensure strong collaboration, support, and continuous alignment with brand standards.

Recruit, hire, and retain high-performing Service and Parts teams to support current and future business needs.

Establish and oversee training, certification, and career progression programs for associates at all levels to strengthen capability and engagement.

Deliver competency-based feedback and performance reviews to drive accountability, development, and improved operational execution.

Mentor Service and Parts Managers to strengthen leadership capabilities, coaching skills, and operational execution across fixed operations.

Foster a culture of teamwork, engagement, and continuous improvement throughout the dealership by modeling Carvana's values in everyday actions.

Identify and prioritize opportunities for process and performance improvement across fixed operations to enhance efficiency and customer satisfaction.

Lead and sponsor Lean or Kaizen initiatives that increase efficiency, reduce waste, and support scalable operations within the dealership.

Coordinate cross-functional projects between service, parts, facilities, and compliance teams to ensure alignment and timely execution.

Utilize data and reporting tools to track trends, identify root causes of performance gaps, and guide corrective actions.

Champion initiatives that elevate the customer experience in every interaction across the service, parts, and facility touchpoints.

Requirements

Must be legally authorized to work in the United States and not require work authorization sponsorship for this position now or in the future.

Must reside in or be willing to relocate to San Diego, California, to perform the essential functions of this role.

Must possess prior experience in automotive dealership operations, service, or parts management at a multi-unit or high-volume environment.

Must demonstrate proven success in managing large teams, including recruiting, developing, and retaining direct reports in a fast-paced setting.

Must have a strong track record of achieving or exceeding financial targets, including revenue, gross profit, and cost control.

Must exhibit thorough knowledge of brand standards, OEM warranty policies, and compliance requirements relevant to dealership operations.

Must have experience using performance dashboards and KPIs to drive decisions and improve service and parts operations.

Must possess excellent written and verbal communication skills to interact effectively with internal teams, OEM representatives, and customers.

Practical notes

LENGTH: 700-900 words. No HTML, no markdown, no em dashes.