Service BDC Manager

Doug Smith Subaru•Lehi, UT

About The Position

Doug Smith Autoplex isn’t just a great place to work—we also offer amazing benefits and a high-energy, team-focused environment! We’re looking for a Service BDC Manager to lead and develop our growing Business Development Center. This role is responsible for overseeing all service BDC operations, managing team performance, and ensuring an exceptional customer experience across all communication channels. You will work closely with executive leadership, sales, and service teams to drive results and maintain a high-performing department. Department Structure: This role reports directly to the BDC Director and oversees a Service BDC team, including a Service BDC Manager layer and approximately six service agents. ---------------------------------------- KEY RESPONSIBILITIES: Manage and lead the Service BDC team, including coaching, training, and performance management Oversee daily operations including inbound call flow, appointment setting, and customer communication (phone, text, email) Monitor and manage call queues to ensure efficiency and responsiveness Conduct regular call grading and provide actionable feedback to improve performance and customer experience Assign and track outbound call campaigns to support service traffic and retention Partner with Sales and Service leadership to align processes and improve overall dealership performance Analyze KPIs and reporting to drive continuous improvement and accountability Maintain a positive, motivating, and team-oriented work environment ---------------------------------------- WE OFFER: Medical, Dental, and Vision Benefits Health Savings Account 401(k) with Company Match Paid Time Off (after first year) Life and AD&D Insurance Short-Term Disability Insurance Holiday Pay (if applicable) Employee Discounts No-Cost, Debt-Free College Degree Program ---------------------------------------- QUALIFICATIONS: Proven leadership or management experience (BDC or call center experience preferred) Strong communication and coaching skills Highly organized with the ability to manage multiple priorities Results-driven with a focus on performance metrics and team development Comfortable working with CRM systems and call tracking tools High school diploma or equivalent Must be 18 years or older Valid driver’s license and clean driving record Availability to work full-time, including Saturdays ---------------------------------------- This department is one of the most fun and upbeat teams in the entire dealership—and this role is key to keeping it that way. Doug Smith Auto is an equal opportunity employer. If you’re ready to take the next step in your leadership career and be part of a fun, uplifting team, we’d love to hear from you!

Requirements

Proven leadership or management experience (BDC or call center experience preferred)
Strong communication and coaching skills
Highly organized with the ability to manage multiple priorities
Results-driven with a focus on performance metrics and team development
Comfortable working with CRM systems and call tracking tools
High school diploma or equivalent
Must be 18 years or older
Valid driver’s license and clean driving record
Availability to work full-time, including Saturdays

Responsibilities

Manage and lead the Service BDC team, including coaching, training, and performance management
Oversee daily operations including inbound call flow, appointment setting, and customer communication (phone, text, email)
Monitor and manage call queues to ensure efficiency and responsiveness
Conduct regular call grading and provide actionable feedback to improve performance and customer experience
Assign and track outbound call campaigns to support service traffic and retention
Partner with Sales and Service leadership to align processes and improve overall dealership performance
Analyze KPIs and reporting to drive continuous improvement and accountability
Maintain a positive, motivating, and team-oriented work environment