Director of Service Business Development Center

Apple Ford Shakopee•Shakopee, MN

8d•$72,000 - $85,000

About The Position

Director of Service Business Development Center (BDC) Company: Apple Autos (Top Minnesota Workplace) Compensation: $72000.00 - $85,000.00 Are you looking for a company that Supports You and Your Career Goals, Encourages You to Make a Difference, and helps you Champion Your Lifelong Journey? Then you need to look at Apple Autos. Apple Autos is a 6-brand, 7 location automotive company founded on the belief that people come before profit. Our Vision is to be Famous for Extraordinary Customer Experiences with People who are Empowered to Create Growth and Loyalty for a Lifetime. We are seeking a dynamic Director of Service Business Development Center (BDC) to elevate our service communication, customer experience, and retention strategy across all stores. The Director of Service BDC is responsible for leading the overall strategy, performance, and execution of Apple Autos’ Service BDC. This highly visible role oversees all service communication operations—including inbound calls, outbound follow-up, appointment setting, maintenance reminders, declined services, and guest experience initiatives. This leader will build and develop a high-performing team, create clearly defined standards, drive accountability, and implement scalable processes aligned with Apple Autos’ culture and business goals.

Requirements

5+ years of leadership experience in automotive BDC, service operations, or call center environment (automotive experience preferred).
Proven ability to lead, motivate, and develop a team in a fast-paced environment.
Strong understanding of service operations, appointment coordination, and retention strategy.
Excellent communication, coaching, and processbuilding abilities.
Data-driven mindset with strong analytical and problemsolving skills.
Experience with CRM and BDC technology platforms.

Responsibilities

Leadership & Strategy Build, lead, and mentor a high-performing Service BDC team focused on exceptional guest experiences.
Develop strategic BDC processes that improve appointment show rate, repair order volume, retention, and service sales.
Partner closely with Service Managers, Fixed Ops leadership, and other departments to align goals and reporting.
Performance Management Establish daily/weekly/monthly performance expectations and KPI dashboards for agents and managers.
Conduct ongoing performance coaching, using data to drive behavior and outcomes.
Ensure consistent execution of scripts, process flows, and communication standards.
Operational Excellence Oversee workforce management, staffing levels, scheduling, training, and onboarding.
Implement processes for handling inbound calls, outbound calls, missed opportunities, and followup campaigns.
Ensure CRM utilization, accurate data entry, and process compliance across all teams.
Customer Experience Elevate the service guest experience through proactive communication, personalized outreach, and service awareness campaigns.
Identify pain points, operational gaps, and improvement opportunities across the customer journey.
Drive initiatives that increase customer satisfaction, CSI scores, and long-term retention.
Technology & Reporting Leverage CRM, telephony systems, reporting tools, and service software to optimize workflow and productivity.
Monitor, analyze, and report on all Service BDC performance metrics.
Recommend and implement new technologies or process enhancements.
Cross-Functional Collaboration Partner with: Service Managers, Parts Departments, Marketing, Sales, HR Support marketing campaigns and seasonal service promotions.
Align staffing and scheduling with shop capacity and technician availability.
Assist with budgeting and workforce planning.