Service BDC Manager

Toyota of Olympia; Tumwater (WA); On-site; USD 34,440 - 48,216; Full time

Benefits offered by this job

Medical, dental, vision, life insurance

401(k)

Paid vacation and holidays

Employee vehicle purchase program

Ongoing opportunities for growth and development

Job summary

Toyota of Olympia is seeking an experienced Service BDC Manager to lead our team in Tumwater, WA. This role focuses on developing a high-performing team and ensuring customer satisfaction while driving accountability.

The ideal candidate will possess automotive Service BDC management experience and excel in leadership, communication, and team development. Join our dynamic team with growth opportunities and a culture centered on customer experience.

Qualifications

• Previous automotive Service BDC leadership or management experience required.
• Strong understanding of dealership service operations and appointment processes.
• Proven experience leading teams and driving performance.

Responsibilities

• Lead, coach, and develop the Service BDC team.
• Oversee daily operations and handle customer communication.
• Monitor KPIs and team productivity.

Skills

Leadership

Team Development

Communication

Accountability

Performance Analysis

Tools

CRM systems

Scheduling platforms

Dealership software

Job description

Toyota of Olympia is a premier Toyota dealership committed to providing exceptional automotive experiences to our customers. With a reputation for excellence in customer service and a wide range of high-quality vehicles, we take pride in our commitment to meeting and exceeding customer expectations. As part of our dynamic team, you will contribute to the success of our dealership and play a key role in delivering a seamless and positive experience for our valued customers.

Service BDC Manager

Toyota of Olympia | Tumwater, WA

Toyota of Olympia is seeking an experienced, driven, and people-focused Service BDC Manager to lead our Service Business Development Center team.

This is a leadership role for someone who understands that a high-performing BDC is not simply about answering phones and setting appointments — it is about creating an exceptional customer experience, building strong processes, driving accountability, maximizing service retention, and developing a team culture focused on consistency and results.

We are looking for someone who can lead from the front, coach effectively, hold high standards, and help drive continued growth in one of the region’s busiest Toyota service departments.

What You’ll Do

• Lead, coach, and develop the Service BDC team to maximize performance, appointment show rates, customer satisfaction, and retention
• Oversee daily operations of the Service BDC department including inbound calls, outbound follow-up, appointment scheduling, campaigns, and customer communication
• Monitor KPIs, conversion metrics, appointment effectiveness, and team productivity
• Ensure a high level of professionalism, responsiveness, and consistency in all customer interactions
• Work closely with Service Advisors, Service Managers, and leadership to improve communication, workflow, and customer experience
• Develop processes and accountability systems that support efficiency and long-term growth
• Train, mentor, and motivate team members while maintaining high performance standards
• Help create a positive, energetic, accountable culture within the department
• Identify opportunities to improve customer retention, service traffic, and operational effectiveness
• Assist in hiring, onboarding, and performance management of BDC team members

The Right Person For This Role

The ideal candidate is highly organized, performance-driven, emotionally intelligent, and capable of balancing leadership with accountability.

This role requires someone who:

• Leads with confidence, professionalism, and consistency
• Understands how to motivate and develop people
• Thrives in a fast-paced, high-volume environment
• Is highly process-oriented while still maintaining a strong customer focus
• Knows how to hold a team accountable without creating negativity
• Communicates effectively across departments and leadership levels
• Can analyze performance metrics and turn data into action
• Brings energy, urgency, and strong follow-through to the role
• Understands the importance of both customer experience and operational efficiency

Qualifications

• Previous automotive Service BDC leadership or management experience required
• Strong understanding of dealership service operations and appointment processes
• Proven experience leading teams and driving performance
• Excellent communication, coaching, and interpersonal skills
• Strong organizational, multitasking, and problem-solving abilities
• Experience with CRM systems, scheduling platforms, and dealership software
• Toyota dealership experience strongly preferred
• Ability to work collaboratively in a team-focused environment
• Professional demeanor with strong accountability and leadership presence

Why Toyota of Olympia

• High-volume Toyota dealership with strong growth and customer retention
• State-of-the-art facility and service department
• Supportive leadership team and team-oriented culture
• Medical, dental, vision, life insurance, and 401(k)
• Paid vacation and holidays
• $25.00 - $35.00 / hour DOE
• Employee vehicle purchase program
• Ongoing opportunities for growth and development
• A culture focused on customer experience, accountability, and continuous improvement

Schedule

This is a full-time, in-person leadership role based at Toyota of Olympia in Tumwater, WA. Flexibility with schedule, including occasional evenings or weekends, may be required based on business needs.

Apply Today

If you are a strong leader who understands how to build teams, create accountability, and deliver an exceptional customer experience while driving results — we would love to hear from you.