Service Lane Process Manager

The Service Drive Process Trainer standardizes the "road- to-the-sale " within the service lane. They ensure that valets, porters, greeters, and advisors operate as a cohesive unit, following proven protocols to eliminate bottlenecks and provide a premium customer experience.

Key Responsibilities

Workflow Optimization: Map and refine the physical movement of vehicles on the drive to ensure no customer is left waiting and the lane remains clear for incoming traffic.
Service Lane Protocol Training: Instruct staff on the "11 key processes," including proper meeting and greeting, vehicle walk-arounds, and the "active delivery" phase.
Digital Integration Coaching: Train teams on the seamless use of iPads or mobile devices for digital multi-point inspections (MPIs), photo documentation, and electronic check-ins.
Standardized "Word Tracks": Develop and implement scripts for greeters and advisors to ensure every customer receives a consistent, high-value presentation of services.
Fixed Operations Support: Collaborate with the Parts and Service departments to ensure the "back-counter" and shop floor are in sync with promises made on the service drive.
Customer Interaction Oversight: Observe live interactions on the drive to provide real-time coaching on soft skills like empathy and conflict resolution.

Success Metrics (KPIs)

The effectiveness of this role is measured by improvements in:

Lane Efficiency: Reduction in the time from vehicle arrival to repair order (RO) creation.
MPI Performance: Increase in the percentage of vehicles receiving a full digital multi-point inspection.
Average Repair Order (ARO): Higher dollar value per customer visit through better process-driven presentations.
Net Promoter Score (NPS): Enhanced customer loyalty and satisfaction scores directly tied to the service drive experience

Basic Qualifications:
Bachelor's degree
Minimum of 8 years in high-volume automotive retail, with deep knowledge of fixed operations and service department management.
Process Mastery: Expert-level understanding of the Service Drive Process, including scheduling, intake workflows, dispatching, and quality control.
Software Proficiency: Hands-on experience with major Dealer Management Systems (DMS) and digital inspection tools (e.g., wiADVISOR , X-Time, etc. ).
Analytical Ability: Skill in interpreting KPIs like Effective Labor Rate (ELR), Average Repair Order (ARO), and First-Time Fix Rate to pinpoint training needs.
Facilitation Skills: Strong ability to conduct both classroom-style workshops and hands-on "on-the-drive" coaching sessions.

Our Benefits — Designed with You in Mind
Comprehensive Health & Well-being Coverage
From your very first day, you’ll have access to medical, dental, vision, and prescription drug coverage — ensuring you and your family stay healthy and protected.
Generous Paid Time Off
We believe in work-life balance. That’s why we offer: 17+ paid holidays, including shut-down from December 24th through New Years Day every year. Vacation, float & wellbeing days, sick time and fully paid parental leave when your family needs you most.
Competitive Retirement Savings Plans

We help you plan for the future with:
An employer match on contributions to your 401k, Roth, and Catch-Up plans
An employer contribution, even if you don’t contribute
Income Protection & Insurance Options
Benefit from included and optional disability, life, and other insurance programs — because your peace of mind matters.
Company Vehicle Lease Program
Eligible employees and their immediate families can enjoy company vehicle lease options with included insurance, maintenance, and unlimited mileage. Plus, take advantage of exclusive discounts on Stellantis products.
Family Building Benefit
We proudly support all paths to parenthood- including fertility and infertility treatments, adoption services, and gestational surrogacy.
Support for Your Growth and Giving Back

We believe in investing in your future and your passions:
Tuition reimbursement
Student loan refinancing programs
18 paid volunteer hours each year to make a difference in your community
And so much more!
When you join us, you’re not just building a career — you’re joining a company that supports you, inside and outside of work.