Senior Operations Manager

Carvana

18d • Onsite

About The Position

The Senior Operations Manager, Dealership Operations is responsible for the success of the dealership’s service & parts businesses, overall facilities management, and OEM relationship. This leader oversees multi teams and managers, driving customer satisfaction, profit growth, compliance, and operational excellence across the dealership.

Requirements

• 5–7 years of leadership experience in Fixed Operations; Stellantis experience strongly preferred.
• Proven track record of achieving or exceeding OEM CSI, gross profit, and operational performance goals.
• Strong knowledge of Stellantis systems: DealerConnect, wiADVISOR, STAR Parts, and Mopar standards strongly preferred.
• Expertise in Lean principles, process improvement, and dealership operating systems.
• Strong business acumen with the ability to manage P&L, budgets, and financial performance.
• Exceptional leadership, communication, and decision-making skills.
• Ability to thrive in a fast-paced, evolving environment while maintaining compliance with safety and OEM standards.
• Must be able to read, write, speak and understand English
• Must be at least 18 years of age
• Must have a valid driver's license
• A clean driving record with no more than two moving violations or DUI’s in the last three years

Nice To Haves

• Stellantis experience strongly preferred.
• Strong knowledge of Stellantis systems: DealerConnect, wiADVISOR, STAR Parts, and Mopar standards strongly preferred.

Responsibilities

• Lead all aspects of the dealership’s Service and Parts operations to achieve revenue, gross profit, and customer satisfaction targets.
• Oversee daily/weekly performance reviews, analyzing KPIs (CSI, RO count, gross profit, efficiency) and implementing action plans to hit targets.
• Drive consistent execution of operating standards (standardized work, 5S, safety protocols, visual management).
• Partner with Service and Parts Managers to improve workflow, reduce cycle times, and maximize shop and parts department throughput.
• Monitor warranty processes to ensure compliance and maximize claim recovery.
• Continuously improve customer experience, speed of service, and first-time fix rate.
• Ensure the dealership facility is well-maintained, clean, and fully compliant with brand and OEM image standards.
• Directly manage facilities vendors (janitorial, landscaping, equipment maintenance, signage, etc.) to maintain safe and professional work and customer environments.
• Work with Carvana’s Property Operations team to manage preventive maintenance schedules and capital improvement projects for service bays, customer lounges, and parts storage.
• Enforce workplace safety standards, OSHA requirements, and loss-prevention measures to protect associates and customers.
• Serve as primary liaison with OEM representatives across service, parts, and facility compliance.
• Ensure alignment with OEM warranty policies, recall processes, and customer satisfaction programs.
• Proactively manage OEM facility inspections, responding to audit findings and driving timely resolution of issues.
• Represent Carvana in OEM meetings and performance reviews, consistently achieving or exceeding manufacturer objectives.
• Build and sustain positive working relationships with OEM field teams to ensure strong collaboration and support.
• Recruit, hire, and retain high-performing Service and Parts teams; maintain a bench of candidates for key leadership positions.
• Establish and oversee training, certification, and career progression programs for associates at all levels.
• Deliver competency-based feedback and performance reviews to drive accountability and growth.
• Mentor Service and Parts Managers to strengthen leadership capabilities and operational execution.
• Foster a culture of teamwork, engagement, and continuous improvement throughout the dealership.
• Identify and prioritize opportunities for process and performance improvement across fixed operations.
• Lead and sponsor Lean/Kaizen initiatives that increase efficiency, reduce costs, and enhance customer experience.
• Hold teams accountable for measurable results from continuous improvement efforts.

Benefits

• Full-Time Position with a competitive salary
• Medical, Dental, and Vision benefits
• 401K with company match
• A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more
• A great wellness program to keep you healthy and happy, both physically and mentally
• Access to opportunities to expand your skillset and share your knowledge with others across the organization
• A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development
• A seat in one of the fastest-growing companies in the country

What This Job Offers

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