Service Drive Manager

Responsibilities

• Lead and coach service advisors to meet daily performance targets


• Monitor advisor KPIs: ELR, HPR, RO count, upsell conversion, and video MPI send rates


• Ensure consistent customer communication from check-in to vehicle delivery


• Resolve customer concerns promptly to maintain high CSI scores


• Collaborate with parts and technician teams to streamline workflow


• Conduct daily service drive huddles and weekly advisor one-on-ones


• Audit repair orders for accuracy, compliance, and profitability


• Manage advisor schedules, coverage, and staggered lunch breaks


• Reinforce dealership culture and legacy through advisor interactions


• Track advisor performance and implement personalized growth plans


• Coordinate with management to support incentive programs and coaching strategies


• Support comeback prevention by identifying communication breakdowns on the drive


• Maintain compliance with labor regulations and internal service protocols

Qualifications

• 3+ years of experience managing service advisors in a dealership setting


• Strong understanding of service drive metrics and front-end operations


• Proficiency with Reynolds, CDK, Xtime, or equivalent service scheduling platforms


• Proven ability to coach, motivate, and hold advisors accountable


• Excellent communication, customer service, and conflict-resolution skills


• High school diploma or higher education


• Valid driver’s license with a clean driving record


• Passion for developing teams and elevating customer experiences


• Comfort working in high-volume environments with fast-paced service demands


• Strong organizational skills with the ability to manage multiple priorities


• Familiarity with dealership branding and legacy reinforcement through customer-facing roles

What We Offer
Competitive compensation (base + bonus), training programs, clear growth paths, and a tight-knit team that thrives on success and transparency.