Manager of Service Business Development Center

Hastings Ford•Hastings, NE

7h•Onsite

About The Position

We are seeking a dynamic Service Business Development Center (BDC) Manager to elevate our service communication, customer experience, and retention strategy across all stores. The Service BDC Manager is responsible for leading the overall strategy, performance, and execution of Hastings Ford's Service BDC. This 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 processes aligned with Hastings Ford's 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 process building abilities.
Data-driven mindset with strong analytical and problem solving skills.
Experience with CRM and BDC technology platforms.
Applicants must be willing to submit to a pre-employment background check.
Interested candidates must possess a valid driver's license and have a satisfactory driving record.

Responsibilities

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 Manager, General Manager, and other departments to align goals and reporting.
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.
Oversee workforce management, staffing levels, scheduling, training, and onboarding.
Implement processes for handling inbound calls, outbound calls, missed opportunities, and follow-up campaigns.
Ensure CRM utilization, accurate data entry, and process compliance across the team.
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.
Leverage CRM, telephone 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.
Partner with Service Managers, Parts Departments, Marketing, Sales, GM.
Support marketing campaigns and seasonal service promotions.
Align staffing and scheduling with shop capacity and technician availability.
Assist with budgeting and workforce planning.