Service Drive Leader: Elevate Customer Experience

L0807 BMW of Minnetonka; Minnetonka (MN); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Competitive pay

Medical, Dental and Vision Plans

Paid Holidays & PTO

Short and Long-Term Disability

Paid Life Insurance

401(k) Retirement Plan

Employee Stock Purchase Plan

Lithia Learning Center

Vehicle Purchase Discounts

Wellness Programs

Job summary

BMW of Minnetonka is seeking an experienced Service Drive Manager to lead a customer-focused service experience onsite. You will develop Service Advisors, support customers throughout their service visit, and ensure a smooth, professional experience from arrival through vehicle delivery.

Joining Lithia & Driveway's network, you will drive CSI, service sales, and profitability while coaching a high-performing team in a fast-paced environment.

Qualifications

• 3+ years automotive service experience with leadership experience.
• Experience driving CSI, customer retention, and service sales.
• Experience leading and developing high-performing Service Advisors.
• Experience with repair orders, customer-pay business, and service profitability.
• Manage high-volume service drive traffic and vehicle flow.
• Strong focus on customer experience, operational efficiency, and team performance.
• Valid driver's license and acceptable driving record.

Responsibilities

• Lead the daily operation and workflow of the service drive.
• Coach, develop, and support Service Advisors.
• Ensure customers receive a professional, efficient experience from arrival through vehicle delivery.
• Monitor appointments, repair orders, vehicle flow, and daily service volume.
• Partner with Technicians, Parts, and Fixed Operations leadership to resolve workflow issues.
• Handle escalated customer concerns and support long-term customer relationships.
• Monitor key performance areas including CSI, service sales, repair-order performance, retention, and Advisor productivity.
• Maintain BMW, dealership, safety, and customer-service standards.

Skills

Service leadership

CSI improvement

Customer retention

Service sales

Leading Service Advisors

Repair orders familiarity

Customer-pay operations

Service profitability

High-volume traffic management

Customer experience focus

Operational efficiency

Team performance

Driver's license

Job description

BMW of Minnetonka is seeking an experienced Service Drive Manager to lead a customer-focused service experience onsite. You will develop Service Advisors, support customers throughout their service visit, and ensure a smooth, professional experience from arrival through vehicle delivery.

Joining Lithia & Driveway's network, you will drive CSI, service sales, and profitability while coaching a high-performing team in a fast-paced environment.