Process Performance Manager

JM&A Group; North Carolina; On-site; USD 90,000 - 130,000; Full time

Job summary

JM&A Group in Raleigh, North Carolina is seeking a Process Performance Manager to drive performance improvements, coach dealership teams, and implement best practices that boost customer engagement, lead management, and operational effectiveness. The ideal candidate will have strong retail automotive leadership experience, a passion for developing people, and must reside in the Raleigh, NC area.

You will partner with dealership leadership, provide hands-on training, analyze performance data, and

Qualifications

• Minimum of 2 years of retail automotive management experience.
• Experience in internet sales, BDC operations, or related leadership roles.
• Proven ability in lead generation, customer engagement, and outbound communication processes.
• Experience coaching, mentoring, and developing dealership personnel.
• Strong analytical skills to interpret performance metrics and reports.
• Excellent written and verbal communication, and relationship-building skills.

Responsibilities

• Partner with dealership leadership to identify performance improvement opportunities and implement sustainable process enhancements.
• Provide hands-on training within dealership environments.
• Participate in live coaching and show-me activities including appointment setting, phone handling, and email etiquette.
• Analyze operational reports and data to identify trends and opportunities.
• Build and maintain relationships with dealership personnel and leadership.
• Communicate recommendations and action plans to stakeholders.
• Support adoption of sales, lead management, and customer engagement best practices.
• Demonstrate accountability for initiatives and goals.
• Embrace a growth-oriented mindset while supporting business objectives.
• Serve as trusted advisor and business partner to dealership teams.

Skills

Retail automotive management

Internet sales

BDC operations

Sales management

Coaching & mentoring

Performance data analysis

Communication & relationship-building

Job description

JM&A Group is seeking a Process Performance Manager to support one of our Strategic Dealer Partners within the Raleigh, North Carolina market. This role is responsible for driving performance improvement initiatives, coaching dealership teams, and implementing best practices that enhance customer engagement, lead management, and operational effectiveness. The ideal candidate will possess strong retail automotive leadership experience, a passion for developing people and must reside in the Raleigh, NC area.

Responsibilities

• Partner with dealership leadership teams to identify performance improvement opportunities and implement sustainable process enhancements.
• Provide hands-on, individual and group training within dealership environments.
• Participate in live coaching and "show me" activities including appointment setting, phone handling, email communication and etiquette, customer handoff processes
• Analyze operational reports, performance metrics, and key data points to identify trends and opportunities.
• Build and maintain strong relationships with dealership personnel and leadership teams.
• Effectively communicate recommendations, performance insights, and action plans to internal and external stakeholders.
• Support the adoption of sales, lead management, and customer engagement best practices.
• Demonstrate accountability for assigned initiatives and follow-through on performance goals.
• Embrace a growth-oriented, entrepreneurial mindset while supporting business objectives.
• Serve as a trusted advisor and business partner to dealership teams.

Qualifications

• Minimum of 2 years of retail automotive management experience required.
• Previous experience in internet sales, BDC operations, sales management, or related leadership roles required.
• Demonstrated success in lead generation, customer engagement, and outbound communication processes.
• Experience coaching, mentoring, and developing dealership personnel.
• Strong analytical skills with the ability to interpret performance metrics and operational reports.
Excellent communication, presentation, and relationship-building skills.
• Proven ability to quickly establish credibility and build rapport with dealership leadership and staff.
• Ability to balance strategic thinking with hands-on execution.
• Passion for the automotive industry and a commitment to continuous improvement.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family. All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary.

JM FAMILY IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER

JM Family Enterprises, Inc. is an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard any characteristic protected by law – whether actual or perceived – including race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, related medical conditions and lactation), gender identity gender expression, sexual orientation, marital status, military service, veteran status, disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, provincial, or local law.

DISABILITY ACCOMMODATIONS

If you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family’s Talent Acquisition department at [e-mail] for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance.