BDC Manager (Ford/Lincoln Service)

Position Overview

We are seeking a motivated and results-driven BDC  Manager to lead our Business Development Center (BDC) for our Ford and Lincoln Service Departments. This leadership role is responsible for driving appointment volume, improving show rates, enhancing customer experience, and maximizing service lane revenue through strong process execution and team development.

The ideal candidate is a hands-on leader with automotive service experience, strong phone coaching skills, and a passion for operational excellence.

Key Responsibilities

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  Lead, train, and coach Service BDC Representatives to achieve daily, weekly, and monthly performance goals
  
  

  
  


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  Manage inbound and outbound call campaigns (maintenance reminders, recalls, mobile service outreach, FordPass/LincolnPass outreach)
  
  

  
  


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  Drive appointment set rates, show rates, and customer retention
  
  

  
  


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  Monitor call quality and ensure brand-compliant phone scripts and professional communication
  
  

  
  


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  Coordinate closely with Service Advisors, Parts, and Management to optimize scheduling flow
  
  

  
  


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  Track KPIs including call volume, appointment conversion, show rate, RO production, and CSI performance
  
  

  
  


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  Implement Ford/Lincoln brand processes and digital retail service tools
  
  

  
  


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  Support Mobile Service scheduling and outreach initiatives
  
  

  
  


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  Maintain CRM accuracy and lead management processes
  
  

  
  


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  Build a positive, performance-focused team culture 

  
  


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  Qualifications

  
  
  
  
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    Previous automotive BDC or Service Department leadership experience preferred
    
    

    
    
  
  
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    Strong knowledge of dealership operations and service workflows
    
    

    
    
  
  
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    Proven ability to coach and motivate teams
    
    

    
    
  
  
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    Excellent communication and organizational skills
    
    

    
    
  
  
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    CRM and phone system experience (VinSolutions, Reynolds, CDK, Elead, etc.)
    
    

    
    
  
  
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    Performance-driven mindset with strong attention to detail
    
    

    
    
  
  
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    Professional leadership presence and customer-first mentality

    
    
  
  
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    What We Offer

    
    
    
    
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      Competitive salary plus performance-based bonus structure
      
      

      
      
    
    
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      Health, dental, and vision insurance
      
      

      
      
    
    
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      401(k) with company match
      
      

      
      
    
    
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      Paid training and career growth opportunities
      
      

      
      
    
    
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      Supportive leadership team and advancement potential