Service Manager, Dealership

About the role

You own the end-to-end performance of the dealership's service business and are accountable for its operational and financial success. You drive a culture of relentless quality, ensuring every interaction meets Carvana's high standards that you would expect for your own family. This role requires you to protect the customer experience by making decisions that prioritize trust and long-term value over short-term gains. You are responsible for leading a large service team and aligning all service activities with the company's promise of delivering a no-hassle buying experience. You will manage the facility, the vendors, and the processes that keep the dealership compliant and efficient. You act as the critical bridge between the brand, the OEM, and the local community to maintain alignment and integrity. Your leadership will directly influence customer satisfaction, profitability, and the overall reputation of the dealership in your market.

Key facts

What you'll do

Lead and manage all aspects of the dealership's service 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 technician efficiency, then implement corrective action plans.

Execute and enforce standardized operating procedures, including 5S, visual management, and safety protocols, to ensure a consistent and secure work environment.

Partner closely with the Parts Manager to streamline workflow, reduce vehicle cycle times, and maximize throughput across the shop and parts departments.

Monitor warranty claim processes rigorously to ensure full compliance and maximize recovery rates for the dealership.

Champion continuous improvement initiatives aimed at enhancing the customer experience, reducing service time, and increasing first-time fix rates.

Serve as the primary liaison with OEM representatives, acting as the point of contact for service-related discussions and negotiations.

Ensure the service facility maintains an immaculate appearance and fully complies with OEM brand standards and image requirements at all times.

Directly manage relationships with external service vendors, such as paint and detail providers, to ensure high-quality work is delivered at competitive costs.

Proactively oversee compliance with workplace safety standards, including OSHA requirements and loss-prevention measures, to protect both associates and customers.

Build and sustain productive working relationships with OEM field teams to facilitate collaboration and support problem resolution.

Recruit, hire, and retain a high-performing service team, ensuring that the department always has a strong bench of qualified candidates.

Develop and sustain comprehensive training, certification, and career progression programs for all associates to support professional growth and operational readiness.

Deliver actionable, competency-based feedback and performance reviews that drive accountability, development, and measurable results.

Mentor service staff to strengthen their leadership capabilities, functional expertise, and execution of standard work processes.

Identify opportunities for process optimization and lead Lean or Kaizen initiatives that reduce costs, eliminate waste, and improve efficiency.

Hold teams accountable for achieving measurable outcomes from improvement projects and service level objectives.

Ensure all service operations adhere to warranty policies, recall procedures, and customer satisfaction programs as defined by the OEM.

Maintain detailed records and reports related to service performance, compliance activities, and vendor interactions for accuracy and transparency.

Act as the owner of the service department, making timely decisions that protect the business, the customer, and the Carvana brand promise.

Requirements

You must possess a minimum of 5 years of management experience, either in the automotive industry or a lean manufacturing environment.

You are required to hold a valid driver's license and maintain a clean driving record.

You must demonstrate a proven track record of leading and developing high-performing teams in a fast-paced, results-driven environment.

You are expected to have a strong history of compliance adherence, particularly regarding warranty, safety, and OEM standards.

You must be capable of managing multiple priorities and making sound decisions under pressure with limited direct supervision.

You are required to have experience with service operations key performance indicators and the ability to analyze data to drive action.

You must have the ability to manage and mentor a large team, including hiring, coaching, and performance management.

You are expected to have excellent written and verbal communication skills to represent the dealership with OEMs and customers.

Practical notes

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