Digital Experience Manager

AutoNation

1d

About The Position

The Digital Experience Manager owns deal structure, pricing decisions, exceptions, and the finance and insurance process for Digital Retail customers. The role is the decision point for Digital Experience Specialists and is accountable for sales and F&I results across Digital Retail. The manager translates the operating plan into disciplined desking, coaching, coverage, and performance, while serving as the management authority and escalation point for pricing, deal, finance, customer service, and process matters.

The manager leads daily operations and the Digital Experience Specialist team, oversees customer opportunities and transactions, ensures compliant deal execution and timely lender funding, and monitors performance metrics. The role audits processes and identifies workflow, technology, store, inventory, or policy issues for escalation and improvement.

Requirements

• Five or more years of retail automotive experience as a Sales Manager, Used Vehicle Manager, or F&I Manager, including at least two years of direct F&I experience.
• At least two years of people leadership experience.
• Proficiency with automotive DMS and CRM systems.
• Working knowledge of lender guidelines, credit structuring, F&I product menus, and federal and state finance and compliance regulations.
• Ability to obtain and maintain any state-required F&I or insurance licensing.
• Ability to manage real-time deal flow, staffing coverage, performance reporting, and multiple customer escalations.
• Strong coaching skills and experience translating quality and performance data into specific behavior change.
• Sound judgment about when to resolve, redirect, or escalate sales, finance, compliance, or customer matters.
• Strong written and verbal communication skills.
• Ability to work evenings and weekends based on business needs.

Nice To Haves

• Demonstrated gross discipline in a fixed-price or one-price environment.
• AFIP certification or equivalent F&I compliance certification.
• Experience delivering F&I products and contracting in a remote or digital retail environment.
• Automotive BDC, digital sales, e-commerce, or centralized operations leadership experience.
• Experience with eLeads or CDK, RouteOne or Dealertrack, F&I menu and eContracting tools, digital sales platforms, Podium or comparable engagement tools, telephony, workforce tools, and performance dashboards.
• Experience leading through a new launch, changing workflow, or multi-store operating model.

Responsibilities

• Desk every deal submitted by Digital Experience Specialists within the published response standard.
• Approve or decline pricing exceptions within the monthly exception budget and document the rationale.
• Set, publish, and maintain deal structure guidelines; review exception trends weekly and adjust guidelines or coaching as needed.
• Resolve negotiation, pricing, trade, and payment matters while maintaining gross discipline.
• Structure financing, submit credit applications, and secure lender approvals while balancing customer goals, lender guidelines, and gross.
• Lead queue health, staffing coverage, open escalations, and store handoffs.
• Assign Digital Retail opportunities to Digital Experience Specialists based on customer stage and capacity.
• Ensure customer tasks, responses, callbacks, document requests, and promised follow-up are completed.
• Maintain staffing coverage aligned with store sales hours, volume patterns, planned time off, and unexpected absences.
• Hire, schedule, and manage the performance of the Digital Experience Specialist team.
• Set daily expectations for productivity, quality, customer communication, task completion, documentation, and schedule adherence.
• Review calls and digital interactions and coach on deal presentation, objection handling, and other behaviors and outcomes.
• Conduct recurring one-on-ones and performance reviews, and document follow-up on commitments.
• Support onboarding, development, and career progression; recognize strong performance and address repeated execution gaps through performance management.
• Monitor active opportunities for aging, inactivity, missed commitments, or stalled progression.
• Resolve service escalations and assign recovery plans.
• Present vehicle service contracts, GAP, and other protection products to every customer through a consistent, transparent, compliant menu process.
• Prepare, review, and execute retail installment contracts, lease agreements, and deal documentation; resolve contracts-in-transit to ensure timely lender funding.
• Verify customer identity and ensure transactions comply with federal and state requirements, escalating compliance matters when necessary.
• Preserve customer information and progress through Digital Experience Specialist, finance, and store handoffs.
• Own gross per unit, F&I income per unit, product penetration, close rate, and cancellation rate, and take action when results fall short.
• Audit deals, finance contracts, tasks, documentation, dispositions, communication channels, and handoffs for accuracy and process adherence.
• Identify recurring workflow, technology, store, inventory, or policy failures and escalate them with recommended action.
• Maintain accurate daily performance reporting and communicate risks promptly to leadership.

Benefits

• Competitive compensation and 401k matching.
• Health, dental, and vision insurance plans.
• Maternity benefits.
• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear.
• Deals and discounts through YouDecide, a website with offers from providers and retailers.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed