Process Performance Manager

JM Family Enterprises; North Carolina; On-site; USD 80,000 - 120,000; Full time

Job summary

JM Family Enterprises, Inc. seeks a Process Performance Manager to drive performance improvements at a Raleigh-area dealership partner. You will coach teams, implement best practices, and focus on customer engagement, lead management, and operational effectiveness.

The role emphasizes hands-on training, live coaching, and data-driven analysis to identify trends and opportunities. Strong automotive leadership and a passion for developing people are required.

Qualifications

• Minimum 2 years of retail automotive management experience.
• Experience in internet sales, BDC operations, sales management, or related leadership roles.
• Demonstrated success in lead generation, customer engagement, and outbound communication processes.

Responsibilities

• Partner with dealership leadership to identify performance improvements and implement sustainable enhancements.
• Provide hands-on training within dealership environments for individuals and groups.
• Coach live and show-me activities including appointment setting, phone handling, email etiquette, and customer handoffs.

Skills

Sales coaching

Data analysis

Lead generation

Customer engagement

Communication

Mentoring

Tools

CRM systems

Lead management tools

Excel

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 processesAnalyze 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 EMPLOYERJM 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 ACCOMMODATIONSIf 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.