Process Performance Manager

JM&A Group; Raleigh, Northern (NC, KY); Hybrid; USD 80,000 - 110,000; Full time

Job summary

JM&A Group is seeking a Process Performance Manager to support our Strategic Dealer Partner in the Raleigh, NC market. You will drive performance initiatives, coach dealership teams, and implement best practices to enhance customer engagement, lead management, and overall operations.

The role requires hands-on coaching, analysis of performance data, and collaboration with leadership to deliver measurable improvements.

Qualifications

• Minimum of 2 years of retail automotive management experience.
• Experience in internet sales, BDC operations, sales management, or related leadership roles.
• Proven ability to coach, mentor, and develop dealership personnel.
• Strong analytical skills to interpret performance metrics and reports.

Responsibilities

• Partner with dealership leadership to identify performance improvement opportunities and implement sustainable process enhancements.
• Provide hands-on training within dealership environments for individuals and groups.
• Conduct live coaching and show-me activities including appointment setting, phone handling, email etiquette, and customer handoffs.
• Analyze operational reports and performance metrics to identify trends and opportunities.
• Build and maintain strong relationships with dealership personnel and leadership teams.

Skills

Retail automotive leadership

Lead generation

Customer engagement

Analytical skills

Communication

Coaching and development

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.

What started with our founder Jim Moran’s passion for selling cars continues today with the dedication and hard work of every JM Family associate. We have grown into one of the largest, most innovative and diversified companies in the automotive industry, and we are branching out into new and exciting businesses. Our principal operations focus on vehicle distribution and processing, finance and insurance, retail vehicle sales and home improvement specialty franchises. But that’s what we do.

Who we are is a more than 4,000-associate strong organization consistently recognized among the best places to work in the country. Our associates are our most important asset. We are a “we” culture, and we work with each other, not for one another. We take pride in creating a diverse workplace, providing a healthy work/life balance, and delivering programs that give back to the communities where we live and work.

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