Senior Operations Manager, Dealership

Carvana•Cleveland, OH

About The Position

The Associate General Manager, Dealership Operations is responsible for the success of a dealership’s service and parts businesses, facilities management, and OEM relationship. The role oversees a team of up to 50 associates and managers, driving customer satisfaction, profit growth, compliance, and operational excellence. The position leads service and parts operations, monitors performance against key measures, improves workflow and customer experience, and ensures warranty compliance. It also oversees dealership facilities, vendors, preventive maintenance, capital improvement projects, workplace safety, and compliance with brand and OEM image standards. As the primary liaison with OEM representatives, the role ensures alignment with warranty policies, recall processes, customer satisfaction programs, facility inspections, and manufacturer objectives. The leader recruits and develops service and parts teams, mentors managers, and leads continuous improvement initiatives across fixed operations.

Responsibilities

Lead dealership service and parts operations to achieve revenue, gross profit, and customer satisfaction targets.
Review performance and KPIs, including CSI, repair order count, gross profit, and efficiency; implement action plans to meet targets.
Drive execution of operating standards, including standardized work, 5S, safety protocols, and visual management.
Partner with Service and Parts Managers to improve workflow, reduce cycle times, and maximize department throughput.
Monitor warranty processes for compliance and claim recovery.
Improve customer experience, speed of service, and first-time fix rate.
Maintain a clean, safe, and compliant dealership facility that meets brand and OEM image standards.
Manage facilities vendors, including janitorial, landscaping, equipment maintenance, and signage providers.
Coordinate preventive maintenance and capital improvement projects with Carvana’s Property Operations team.
Enforce workplace safety standards, OSHA requirements, and loss-prevention measures.
Serve as the primary liaison with OEM representatives across service, parts, and facility compliance.
Ensure alignment with OEM warranty policies, recall processes, and customer satisfaction programs.
Manage OEM facility inspections, resolve audit findings, and represent Carvana in OEM meetings and performance reviews.
Build positive working relationships with OEM field teams.
Recruit, hire, and retain high-performing Service and Parts teams, and maintain a candidate bench for key leadership roles.
Establish and oversee training, certification, and career progression programs.
Provide competency-based feedback and performance reviews, and mentor Service and Parts Managers.
Foster teamwork, engagement, and continuous improvement throughout the dealership.
Identify and prioritize process and performance improvement opportunities across fixed operations.
Lead and sponsor Lean/Kaizen initiatives and hold teams accountable for measurable results.