Service Lane Process Manager

Stellantis; Phoenix (AZ); On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

Company vehicle lease program

401(k) retirement plans with match

Tuition reimbursement

Volunteer hours (18 per year)

Job summary

Stellantis is seeking a Service Drive Process Trainer to standardize the drive-to-the-sale experience in the service lane. You will train valets, porters, greeters, and advisors to operate as a cohesive unit, reducing bottlenecks and delivering a premium customer experience.

Responsibilities include optimizing vehicle flow, teaching the 11 key service-drive processes, coaching on soft skills, and ensuring digital tools are used effectively for inspections and documentation.

Qualifications

• 8+ years in high-volume automotive retail and service department management.
• Expert-level understanding of the Service Drive Process, scheduling, intake workflows, dispatching, and quality control.
• Hands-on experience with major DMS and digital inspection tools (wiADVISOR, X-Time, etc.).
• Ability to interpret KPIs such as ELR, ARO, and First-Time Fix Rate to identify training needs.

Responsibilities

• Workflow Optimization: Map and refine drive lane movement to minimize wait times and keep traffic flowing.
• Service Lane Protocol Training: Instruct staff on the 11 key processes including greeting, walk-arounds, and active delivery.
• Digital Integration Coaching: Train teams on using iPads or mobile devices for MPIs, photo documentation, and electronic check-ins.
• Standardized Word Tracks: Develop scripts for greeters and advisors to ensure consistent high-value presentations.
• Fixed Operations Support: Collaborate with Parts and Service to align back-counter and shop floor with service-drive promises.
• Customer Interaction Oversight: Observe live drive interactions and coach on empathy and conflict resolution.

Skills

Fixed operations

KPIs interpretation

Facilitation

DMS software experience

Education

Bachelor's Degree

Tools

wiADVISOR

X-Time

Job description

The Service Drive Process Trainer standardizes the \"road-to-the-sale\" within the service lane. They ensure that valets, porters, greeters, and advisors operate as a cohesive unit, following proven protocols to eliminate bottlenecks and provide a premium customer experience.

Key Responsibilities

• Workflow Optimization: Map and refine the physical movement of vehicles on the drive to ensure no customer is left waiting and the lane remains clear for incoming traffic.
• Service Lane Protocol Training: Instruct staff on the '11 key processes,' including proper meeting and greeting, vehicle walk-arounds, and the \"active delivery\" phase.
• Digital Integration Coaching: Train teams on the seamless use of iPads or mobile devices for digital multi-point inspections (MPIs), photo documentation, and electronic check-ins.
• Standardized \"Word Tracks\": Develop and implement scripts for greeters and advisors to ensure every customer receives a consistent, high-value presentation of services.
• Fixed Operations Support: Collaborate with the Parts and Service departments to ensure the \"back-counter\" and shop floor are in sync with promises made on the service drive.
• Customer Interaction Oversight: Observe live interactions on the drive to provide real-time coaching on soft skills like empathy and conflict resolution.

Success Metrics (KPIs)

• Lane Efficiency: Reduction in the time from vehicle arrival to repair order (RO) creation.
• MPI Performance: Increase in the percentage of vehicles receiving a full digital multi-point inspection.
• Average Repair Order (ARO): Higher dollar value per customer visit through better process-driven presentations.
• Net Promoter Score (NPS): Enhanced customer loyalty and satisfaction scores directly tied to the service drive experience

Basic Qualifications

• Minimum of 8 years in high-volume automotive retail, with deep knowledge of fixed operations and service department management.
• Bachelors Degree
• Process Mastery: Expert-level understanding of the Service Drive Process, including scheduling, intake workflows, dispatching, and quality control.
• Software Proficiency: Hands-on experience with major Dealer Management Systems (DMS) and digital inspection tools (e.g., wiADVISOR, X-Time, etc.).
• Analytical Ability: Skill in interpreting KPIs like Effective Labor Rate (ELR), Average Repair Order (ARO), and First-Time Fix Rate to pinpoint training needs.
• Facilitation Skills: Strong ability to conduct both classroom-style workshops and hands-on \"on-the-drive\" coaching sessions.

Our Benefits — Designed With You In Mind

Comprehensive Health & Well-being Coverage

From your very first day, you’ll have access to medical, dental, vision, and prescription drug coverage — ensuring you and your family stay healthy and protected. Also, our Employee Assistance Program (EAP) offers confidential support for personal and professional challenges, always ready when you need it.

Family Building Benefit

We proudly support all paths to parenthood- including fertility and infertility treatments, adoption services, and gestational surrogacy.

Generous Paid Time Off

We believe in work-life balance. That’s why we offer: 17+ paid holidays, including shut-down from December 24th through New Years Day every year. Vacation, float & wellbeing days, sick time and fully paid parental leave when your family needs you most.

Competitive Retirement Savings Plans

We Help You Plan For The Future With

• An employer match on contributions to your 401k, Roth, and Catch-Up plans
• An employer contribution, even if you don’t contribute

Income Protection & Insurance Options

Benefit from both employer-provided and voluntary plan offerings, including life insurance, group accident, critical illness, etc. - supporting the needs of you and your family and ensuring peace of mind.

Company Vehicle Lease Program

Eligible employees and their immediate families can participate in the company vehicle lease program, providing access to Stellantis vehicles with insurance, maintenance, and unlimited miles included. Plus, take advantage of exclusive discounts on Stellantis products.

Support for Your Growth and Giving Back

• Tuition reimbursement
• Student loan refinancing programs
• 18 paid volunteer hours each year to make a difference in your community

And so much more!

When you join us, you’re not just building a career — you’re joining a company that supports you, inside and outside of work.

At Stellantis, we assess candidates based on qualifications, merit, and business needs. We welcome applications from all people without regard to sex, age, ethnicity, nationality, religion, sexual orientation, disability, or any characteristic protected by law. We believe that diverse teams reflect our identity as a global company, enabling us to better address the evolving needs of our customers and care for our future.

EOE / Disability / Veteran