Head of Service, Parts & Facilities Operations

Carvana; Cleveland (OH); On-site; USD 110,000 - 190,000; Full time

Job summary

Carvana is seeking an Associate General Manager, Dealership Operations to lead Service & Parts operations, facilities management, and OEM relationships across the dealership.

The role supervises up to 50 associates, drives revenue growth, ensures compliance, and champions Lean initiatives to improve efficiency and customer experience.

You'll partner with Service and Parts Managers to optimize workflow, enforce safety standards, and uphold Carvana’s brand standards in every customer interaction.

Qualifications

• Experience leading Service and Parts operations in a dealership or automotive service environment.
• Strong ability to manage KPI-driven performance and customer satisfaction targets.
• Proven leadership of large teams and cross-functional collaboration.

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.

Job description

Carvana is seeking an Associate General Manager, Dealership Operations to lead Service & Parts operations, facilities management, and OEM relationships across the dealership.

The role supervises up to 50 associates, drives revenue growth, ensures compliance, and champions Lean initiatives to improve efficiency and customer experience.

You'll partner with Service and Parts Managers to optimize workflow, enforce safety standards, and uphold Carvana’s brand standards in every customer interaction.