Fixed Operations Manager

Don "K" Whitefish Chrysler Dodge Jeep Ram Chevrolet Subaru•Whitefish, MT

9d•$156,000 - $240,000

About The Position

Come find your forever career. We are a LOCALLY owned, family-operated company that has been in operation since 1990. We proudly offer employee discounts, a full package of benefits, and a wonderful work environment! If you're tired of working for a corporate store, we would love to show you how much better your work life can be. Have an opportunity to live in one of the best places in the world! Downhill or Cross-country Ski, snowmobile or snowboard in the winter. We have Whitefish Mountain Resort in our town! You can be on a chairlift 20 minutes from the dealership! Hike, camp, fish, kayak, boat on the lakes, or Visit Glacier National Park in the summer. We are only 20 minutes from the west entrance of the park! We boast about world class big game hunting as well. We truly live in an outdoor wonderland! It's small town living around here, but we do have normal amenities and services that are nice to have. People are friendly and there is very little traffic you'll have to deal with. Our life is a little slower paced, but we still do have Walmart, Target, Costco, and most other chain stores in Kalispell 12 minutes from the dealership. If this sounds like something you'd enjoy, we want to hear from you! Come join our family of team members; take part in this promising career path and have the chance to serve our customers. Position Summary The Fixed Operations Director oversees all aspects of the Service and Parts Departments for Don K Chevrolet and Don K Chrysler Dodge Jeep Ram. This leader is responsible for driving profitability, operational excellence, customer satisfaction, and team development across both rooftops. The Director ensures that all processes, staffing, financial performance, and manufacturer requirements are met while building a culture of accountability, professionalism, and exceptional customer service.

Requirements

Previous experience as a CDJR service manager is preferred.
Multiple years in a service manager role is a requirement.
Good negotiating skills, accounting skills, management skills, multi-tasking skills and computer skills a must.
Must have strong leadership, communication, and organizational skills to work with customers, vendors and employees.
The fixed operations manager must understand federal, state, and local regulations that affect the operation.
Have knowledge of hazardous waste disposal and OSHA Right-to-know regulations.
High school diploma or equivalent is required.
Proven leadership experience in Fixed Operations Management or Director-level responsibilities.
Strong understanding of GM and Stellantis warranty processes, systems, and operational expectations.
Strong financial acumen with ability to interpret and act on performance reports.
Excellent communication, coaching, and organizational skills.
Commitment to delivering world-class customer service.

Nice To Haves

ASE certifications are a plus.
Demonstrated ability to manage multi-rooftop operations preferred.
ASE certifications, GM STS training, Stellantis Learn certifications, or equivalent experience strongly preferred.

Responsibilities

Acts as a goodwill ambassador for the dealership by promoting professionalism and maintaining exceptional customer satisfaction standards.
Maintains efficient communication within and between departments, fostering teamwork, harmony, and a collaborative environment.
Hires, trains, develops, and mentors Service Managers, Parts Managers, Advisors, and key personnel.
Leads and enforces consistent service and parts processes across both Chevrolet and CDJR operations.
Conducts regular department meetings with managers to review performance, goals, and action plans.
Prepares annual operating budgets, forecasts, and department goals for both Service and Parts Departments.
Monitors profitability, gross margins, productivity, expenses, and overall financial performance.
Reviews daily, weekly, and monthly reports and adjusts strategy to meet or exceed targets.
Identifies and drives new revenue opportunities such as accessory sales, fleet business, wholesale parts growth, or improved service retention.
Implements cost-control strategies related to shop supplies, equipment purchases, parts inventory, and staffing.
Ensures proper shop loading, dispatching procedures, and technician workflow to maximize efficiency and labor sales.
Oversees scheduling systems, dispatch systems, DMS utilization, MPI technology, technician tablets, and customer communication tools.
Ensures accurate and timely repair order documentation, compliance, and billing accuracy.
Monitors key performance indicators (KPIs) such as: - Technician productivity & efficiency - ELR (Effective Labor Rate) - Hours per RO - Parts gross profit & inventory turn - Shop capacity utilization - Fixed absorption
Standardizes processes across both rooftops to improve speed, consistency, and accountability.
Creates and maintains strong customer relationships, ensuring department staff prioritizes customer satisfaction and retention.
Monitors and drives CSI/NPS scores to meet or exceed GM and Stellantis benchmarks.
Ensures compliance with all manufacturer policies, warranty guidelines, training requirements, and facility standards.
Responds to and resolves escalated customer concerns in a timely, professional manner.
Works with warranty clerks, customers, and managers to administer warranty repairs in accordance with manufacturer standards.
Conducts regular warranty audit reviews to minimize chargebacks and ensure complete documentation.
Ensures all departments follow OSHA guidelines, safety practices, and company safety policies.
Oversees proper handling, storage, and disposal of hazardous materials and shop equipment.
Ensures proper stocking levels, inventory controls, and obsolescence management.
Monitors wholesale parts performance, fill rates, special orders, and aging inventory.
Works with parts managers to improve accuracy, inventory turn, and profitability.
Works closely with the Sales Department to streamline internal RO processes and reduce used car recon cycle time.
Collaborates with accounting to ensure accurate month-end closing, warranty receivables, scheduling, and financial reporting.
Maintains strong relationships with GM and Stellantis field reps, attending required meetings and performance reviews.
Develops long-term strategies for Service and Parts expansion, technician staffing plans, equipment needs, and facility improvements.
Evaluates market trends, customer retention opportunities, and competitive benchmarks to guide strategic decision-making.
Leads service and parts marketing initiatives, retention campaigns, and promotional offers.
Performs all duties in accordance with company safety guidelines and policies.
Performs additional tasks and responsibilities as requested or assigned by the General Manager.