Digital Experience Manager

AutoNation; Irving (TX); On-site; USD 120,000 - 190,000; Full time

Benefits offered by this job

Competitive compensation and 401k

Health, dental, vision insurance

Associate purchase and discount

YouDecide discounts

DRVPNK charitable initiatives

Job summary

AutoNation is seeking a Digital Experience Manager to own deal structures, pricing decisions, and F&I processes across Digital Retail. You will lead a team of Digital Experience Specialists, set guidelines, coach on deals, and ensure compliant financing and documentation while balancing gross performance and customer satisfaction.

The role emphasizes real-time deal flow management, pricing discipline, cross-functional collaboration, and leadership across a multi-store digital retail operation.

Qualifications

• Five+ years in retail automotive management (Sales Manager / F&I Manager)
• Direct people leadership experience (≥2 years)
• Knowledge of lender guidelines, credit structuring, F&I products
• Ability to manage real-time deal flow and escalations
• Proficiency with automotive DMS/CRM systems

Responsibilities

• Desk every deal within published guidelines and approve/decline pricing exceptions
• Set and publish deal structure guidelines for Digital Experience Specialists
• Review exception logs and adjust coaching or guidelines as needed
• Structure financing, submit credit applications, and secure lender approvals
• Lead daily operations: queue health, staffing, and escalations
• Coach team on deal presentation, objection handling, and performance
• Monitor performance metrics and drive continuous improvement
• Ensure compliance with federal/state finance and privacy regulations

Skills

Deal desk leadership

F&I knowledge

People leadership

CRM proficiency

Compliance knowledge

Education

AFIP certification or equivalent

Tools

CDK/RouteOne

Dealertrack

eContracting tools

CRM systems

Job description

AutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve.The Digital Experience Manager owns every deal structure, pricing decision, and exception across Digital Retail, and personally manages the finance and insurance process for every Digital Retail customer. As the decision point every Digital Experience Specialist works through, this leader converts the operating plan into disciplined desking, coaching, coverage, and high performance so every opportunity advances to a delivered unit without avoidable delay. The role is accountable for sales and F&I results across Digital Retail and serves as the management authority and escalation point for pricing, deal, finance, customer service, and process matters..Essential ResponsibilitiesDeal Desking and StructureDesk every deal submitted by Digital Experience Specialists within the published response standard.Approve or decline all pricing exceptions within the monthly exception budget and document the rationale for each decision.Set, publish, and maintain deal structure guidelines for Digital Experience Specialists.Review the exception log weekly and adjust guidelines or coaching based on trends.Resolve negotiation, pricing, trade, and payment matters directly while maintaining gross discipline.Structure financing, submit credit applications, and secure lender approvals that balance customer payment goals, lender guidelines, and front- and back-end gross.Daily OperationsLead queue health, staffing coverage, open escalations, and store handoffs.Assign Digital Retail opportunities across Digital Experience Specialists based on customer stage and capacity.Ensure customer tasks, responses, callbacks, document requests, and promised follow-up are completed.Maintain coverage aligned with store sales hours, volume patterns, planned time off, and unexpected absences.Team Leadership and CoachingHire, schedule, and manage the performance of the Digital Experience Specialist team.Set daily expectations for productivity, quality, customer communication, task completion, documentation, and schedule adherence.Review calls and digital interactions and provide effective coaching on deal presentation, objection handling, and other specific behaviors and outcomes.Conduct recurring one-on-ones, performance reviews, and documented follow-up on commitments.Support onboarding, development, and career progression for Digital Experience Specialists.Recognize strong performance and address repeated execution gaps through the appropriate performance-management process.Customer and Transaction OversightMonitor active opportunities for aging, inactivity, missed commitments, or stalled progression.Resolve service escalations and assign a recovery plan.Present vehicle service contracts, GAP, and other protection products to every customer through a consistent, transparent, and compliant menu process.Prepare, review, and execute retail installment contracts, lease agreements, and deal documentation, and resolve contracts-in-transit to ensure timely lender funding.Verify customer identity and ensure every transaction complies with federal and state requirements, including TILA, ECOA, FCRA, OFAC, Red Flags, and privacy regulations; escalate compliance matters when necessary.Confirm that customer information and progress are preserved through Digital Experience Specialist, finance, and store handoffs.Performance and Continuous ImprovementOwn gross per unit, F&I income per unit, product penetration, close rate, and cancellation rate, and take action when results fall short.Audit deals, finance contracts, tasks, documentation, dispositions, communication channels, and handoffs for accuracy and process adherence.Identify recurring workflow, technology, store, inventory, or policy failures and escalate with recommended action.Maintain accurate daily performance reporting and communicate risks promptly to leadership.Required QualificationsFive or more years of retail automotive experience as a Sales Manager, Used Vehicle Manager, or F&I Manager, including at least two years of direct F&I experience.Minimum two years of people leadership experience.Proficiency with automotive DMS and CRM systems.Working knowledge of lender guidelines, credit structuring, F&I product menus, and federal and state finance and compliance regulations.Ability to obtain and maintain any state-required F&I or insurance licensing.Ability to manage real-time deal flow, staffing coverage, performance reporting, and multiple customer escalations.Strong coaching skills with experience translating quality and performance data into specific behavior change.Sound judgment regarding when to resolve, redirect, or escalate sales, finance, compliance, or customer matters.Strong written and verbal communication skills.Ability to work evenings and weekends based on business needs.Preferred QualificationsDemonstrated gross discipline in a fixed-price or one-price environment.AFIP certification or equivalent F&I compliance certification.Experience delivering F&I products and contracting in a remote or digital retail environment.Automotive BDC, digital sales, e-commerce, or centralized operations leadership experience.Experience with eLeads or CDK, RouteOne or Dealertrack, F&I menu and eContracting tools, digital sales platforms, Podium or comparable engagement tools, telephony, workforce tools, and performance dashboards.Experience leading through a new launch, changing workflow, or multi-store operating model.Exciting Benefits and Perks Await You:Competitive compensation and 401k matchingEnjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits.Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGearAccess amazing deals and discounts through YouDecide, a website with offers from top providers and retailersJoin our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwideAutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.