Service Lane Process Manager

Stellantis•Jersey City, NJ

2d•$98,600 - $147,800•Onsite

About The Position

The Service Drive Process Trainer standardizes the "road-to-the-sale" within the service lane. They ensure that valets, porters, greeters, and advisors operate as a cohesive unit, following proven protocols to eliminate bottlenecks and provide a premium customer experience.

Requirements

Bachelor's Degree
Minimum of 8 years in high-volume automotive retail, with deep knowledge of fixed operations and service department management.
Expert-level understanding of the Service Drive Process, including scheduling, intake workflows, dispatching, and quality control.
Hands-on experience with major Dealer Management Systems (DMS) and digital inspection tools (e.g., wiADVISOR, X-Time, etc.).
Skill in interpreting KPIs like Effective Labor Rate (ELR), Average Repair Order (ARO), and First-Time Fix Rate to pinpoint training needs.
Strong ability to conduct both classroom-style workshops and hands-on "on-the-drive" coaching sessions.
Ability to work out of the Eastern PA / North Jersey area

Responsibilities

Map and refine the physical movement of vehicles on the drive to ensure no customer is left waiting and the lane remains clear for incoming traffic.
Instruct staff on the "11 key processes," including proper meeting and greeting, vehicle walk-arounds, and the "active delivery" phase.
Train teams on the seamless use of iPads or mobile devices for digital multi-point inspections (MPIs), photo documentation, and electronic check-ins.
Develop and implement scripts for greeters and advisors to ensure every customer receives a consistent, high-value presentation of services.
Collaborate with the Parts and Service departments to ensure the "back-counter" and shop floor are in sync with promises made on the service drive.
Observe live interactions on the drive to provide real-time coaching on soft skills like empathy and conflict resolution.

Benefits

Medical, dental, vision, and prescription drug coverages starting day one.
Paid holidays, vacation, Float/Wellbeing Days, and parental leave.
401(k) plan with company match and contribution
Disability, Life, and other included/voluntary Insurance Programs
Company Vehicle Lease Programs with eligibility for you and your immediate family. Annual leases include insurance, maintenance, and unlimited mileage.
Discounts on Stellantis products.
Family Building Benefit including fertility treatments, adoption services, and gestational surrogacy.
Tuition Reimbursement
Student Loan Refinancing programs
Paid volunteerism hours