Operations Manager

Job Summary

The Operations Manager is responsible for ensuring the service department consistently delivers Customer Service Excellence across all A-Z Bus Sales locations. This role drives operational performance, revenue growth, and year-over-year net profit improvement while upholding the organization’s Core Values.

The Operations Manager fosters a culture of accountability, professional development, and continuous improvement, while supporting team training and development initiatives.

Essential Functions & Responsibilities

Operational & Management Duties

• Lead and support the professional development of the service team.
• Promote clear and effective communication with internal and external customers regarding service operations.
• Monitor and analyze key performance indicators (KPIs), identifying trends, opportunities, and areas for improvement.
• Achieve monthly goals related to customer satisfaction, production, revenue, and gross profit.
• Implement and improve Standard Operating Procedures (SOPs) and service processes.
• Ensure the service team meets daily, weekly, and monthly sales and productivity targets.
• Manage and monitor Work-in-Progress (WIP) to maximize efficiency and profitability.
• Conduct in-person customer visits to strengthen relationships and ensure satisfaction.
• Ensure technical staff maintain required OEM factory certifications.
• Build and maintain strong, long-term relationships with partners and vendors.
• Ensure compliance with company policies, safety standards, and regulatory requirements.

Personnel & Leadership Duties

• Participate in recruiting, hiring, onboarding, and retention efforts.
• Manage employee performance, coaching, and disciplinary actions as needed.
• Foster a culture of accountability, teamwork, and continuous improvement.

Key Performance Indicators (KPIs)

• Monthly Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) results
• Work-in-Progress (WIP) performance metrics
• Monthly sales and gross profit achievement
• Employee development and certification completion rates

Leadership & Supervisory Responsibilities

• Oversee and manage service operations at both Krugerville and Lubbock locations
• Directly supervise service personnel, including technicians and support staff
• Ensure alignment of service departments with company goals and standards

Core Competencies

• Technical Capacity
• Performance Management
• Ethical Conduct
• Communication Proficiency
• Personal Effectiveness & Credibility

Work Environment

• Combination of office and service shop environments
• Frequent exposure to moving mechanical parts, fumes, airborne particles, and loud noise levels
• Occasional exposure to extreme environmental conditions

Position Type & Work Schedule

• Full-time, exempt position
• Availability required Monday–Friday between 6:00 AM and 6:00 PM (schedule varies)
• Evening and weekend work may be required based on operational needs

Travel Requirements

• Frequent travel between locations and for customer visits is required

Training & Development

• Dealer Management System (DMS) training (NetSuite)
• OEM factory training and certification programs
• Ongoing development in network communications and leadership skills

Additional Responsibilities

This job description is not intended to be an exhaustive list of duties. Responsibilities may change at any time with or without notice to meet business needs.

Education and Experience:

•  Minimum of five (5) years of automotive, bus, or heavy truck dealership customer service experience representing the Service Department.
•  Knowledge of on-highway vehicle products and warranties.
•  Minimum of five (5) years of department personnel management experience.
•  High School Diploma
•  Technical School Diploma or equivalent
•  Must have a valid driver’s license and have and maintain an acceptable, safe driving record

Preferred Education and Experience:

•  Technical Training
•  Heavy Truck/Bus Dealership Experience
•  Department Management Background (40+ employees)
•  Bus Air Conditioning installation