Dealership Sales BDC Manager - Key Ford of Hazelton

Key Auto Group•Hazle Township, PA

10d

About The Position

Key Auto Group believes that our people are the most important part of our team, and we focus on our team members first. Our success in each area of our business is only attainable by having a culture-oriented, well-trained team of professionals who are focused on exceeding customer expectations. Find the place in our organization that you'd like to make a difference in, and grow with us. We always look to promote from within our ranks, and a number of our current managers began their careers with the Key Auto Group in entry level positions. We are looking for a high-performing, tech-forward Sales BDC Manager to oversee and unify the Business Development operations across five franchise dealerships. This role is not about selling cars it’s about selling appointments. You will be responsible for building, training, and leading a team that sets quality appointments, maximizes lead conversion, and leverages cutting-edge AI tools to stay ahead of the competition. The right candidate is both strategic and hands-on, with a passion for systems, people, and performance.

Requirements

Minimum 3-5 years of BDC leadership experience, preferably in a multi-rooftop or high-volume environment.
Automotive franchise dealership experience strongly preferred.
Proven success implementing AI tools or CRM automation in a sales or customer service environment.
Deep understanding of CRM systems (DealerSocket, VinSolutions, ELEAD, etc.).
Exceptional leadership, training, and communication skills.
Highly organized, data-driven, and comfortable managing multiple priorities.

Responsibilities

Lead BDC operations across our two PA franchise dealerships, ensuring consistency in process, messaging, and performance standards.
Coordinate closely with each store’s sales and management teams to align lead handling strategies.
Standardize reporting, appointment tracking, and accountability metrics across all locations.
Implement and manage AI-assisted tools (e.g., chatbots, lead nurturing platforms, CRM automation) to increase contact and appointment rates.
Monitor AI response logic and effectiveness; fine-tune based on performance data and customer behavior.
Continually test and integrate new technologies to increase efficiency and reduce human error.
Manage a centralized or hybrid team of BDC agents serving all five rooftops.
Recruit, onboard, and train new hires with a heavy focus on appointment selling, objection handling, and customer-first communication.
Conduct ongoing coaching, call reviews, and performance assessments.
Instill a group-wide culture focused on selling appointments, not cars.
Develop and enforce KPIs such as contact rate, set rate, show rate, and close rate per store and per agent.
Ensure follow-up processes are disciplined and data-backed, with an emphasis on speed-to-lead and persistence.
Partner with marketing to align lead generation efforts and improve lead quality.
Work with IT and CRM vendors to ensure proper routing, tracking, and reporting for all incoming leads.
Coordinate COO to ensure the sales floor is prepared for high-show days.
Produce weekly and monthly BDC performance dashboards for all five stores.
Analyze appointment trends, no-show rates, and closing ratios to identify bottlenecks or coaching opportunities.
Deliver strategic insights and present improvement plans to executive leadership.