Service Drive Manager

Joe Cooper Lincoln; Tulsa (OK); On-site; USD 65,000 - 90,000; Full time

Job summary

Jackie Cooper Nissan in Tulsa, OK is seeking a Service Drive Manager to oversee daily service drive operations, lead service advisors, and uphold OEM standards to ensure smooth vehicle service experiences.

The role focuses on maximizing efficiency, boosting CSI and profitability, while coordinating with the Service Manager, Parts, and Technicians to maintain high service quality and customer satisfaction.

Qualifications

• Proven leadership in service drive or advisor teams.
• Strong customer service and conflict-resolution skills.
• Solid understanding of dealership service metrics and processes.
• CDK and X-Time experience is a plus.

Responsibilities

• Oversee and optimize service drive operations to maximize efficiency.
• Provide leadership, coaching, and development to service advisors.
• Enhance customer satisfaction index (CSI) and service sales.
• Enforce OEM service processes and standards across the drive.
• Address customer concerns and escalations professionally and promptly.
• Track KPIs (RO count, ELR, hours per RO) and advisor performance.
• Collaborate with Service, Parts, and Technicians to boost productivity.

Skills

Leadership

Customer service

Conflict resolution

Dealership service metrics

Team motivation

Tools

CDK

X-Time

Job description

# Service Drive ManagerJACKIE COOPER IMPORTS OF TULSA - TULSA, OK 74133## OverviewPosition TypeFull TimeCategoryAutomotive## DescriptionJackie Cooper Nissan is seeking applications for a Service Drive Manager at its state-of-the-art service facility in Tulsa, OK. The Service Drive Manager plays a critical role in supporting the Service Manager and will oversee daily service drive operations; lead service advisors; enhance customer satisfaction; and drive profitability. This position is integral in bridging customer experience, service advisor performance, and operational efficiency.* Oversee and optimize service drive operations to ensure maximum efficiency in workflow.* Provide leadership, development, and coaching to service advisors with the objective of maximizing performance metrics and customer satisfaction index (CSI).* Implement and maintain strategies to improve customer satisfaction, retention rates, and service sales.* Enforce consistent execution of service processes and adhere strictly to OEM standards.* Address customer concerns and escalations with the utmost professionalism and urgency.* Meticulously track and analyze key performance indicators (KPIs) including repair order (RO) count, effective labor rate (ELR), hours per RO, and individual advisor performance.* Foster collaboration with the Service Manager, Parts Department, and Technician Teams to maximize operational efficiency and productivity.## Qualifications* Proven leadership in a service advisor role with ability to lead and motivate a service advisor team.* Strong customer service and conflict resolution skills.* Solid understanding of dealership service metrics and processes.* CDK and X-Time experience a plus.## Additional InformationBenefits for full time employees include but are not limited to: Medical, Dental, Vision, Life and AD&D, Disability, EAP, 401(k), PTO, Paid Vacation, Paid Holidays, Employee Discounts***Cooper Auto Group**is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.*