Service Manager

Carvana; Town of Texas (WI); On-site; USD 90,000 - 120,000; Full time

Job summary

Carvana is seeking a Service Manager, Dealership Operations to lead the dealership's service operations, facilities maintenance, and OEM relationships. You will oversee up to 40 team members, drive customer satisfaction, profit growth, and operational excellence across the dealership.

You will recruit, develop, and mentor service staff, implement standardized work and safety protocols, and lead Lean/Kaizen initiatives to improve efficiency and reduce costs while maintaining brand standards.

Qualifications

• Minimum of 5 years of management experience in automotive or lean manufacturing
• Proven track record of leading and developing associates
• Proven ability to deliver project milestones and meet company metrics
• Knowledge of lean manufacturing principles; Toyota Production System exposure is a plus
• Ability to work in a fast-paced production environment with exposure to weather
• Excellent oral and written communication skills
• Ability to work through teams to achieve results
• Strong analytical and decision-making abilities
• Proficient computer skills

Responsibilities

• Lead all aspects of the dealership's Service operations to hit revenue, gross profit, and CSI targets
• Oversee performance reviews, KPIs, and implement action plans to hit targets
• Ensure standardized work, 5S, safety protocols, and visual management across the service group
• Coordinate with Parts Manager to improve workflow and throughput
• Monitor warranty processes for compliance and maximize claim recovery
• Drive continuous improvement in customer experience and first-time fix rate
• Maintain a well-managed service facility aligned with brand and OEM standards
• Direct service vendors and enforce OSHA safety and loss-prevention measures
• Serve as liaison with OEM representatives and align with warranty policies and recalls
• Build and sustain OEM relationships and drive timely inspections and issue resolutions
• Recruit, hire, and develop the Service team; manage training and career progression
• Deliver feedback and performance reviews to drive accountability and growth
• Foster teamwork and a culture of continuous improvement
• Identify opportunities for process and performance improvements and lead Lean/Kaizen initiatives

Skills

Management experience

Lean manufacturing

Team leadership

Analytical skills

Communication skills

Computer skills

Decision making

Problem solving

Cross-functional collaboration

Job description

Job Description

Job Description

About Carvana

At Carvana, we sell cars—but we're not car salesmen. Our promise is simple: we won't sell a car to a customer that we wouldn't sell to our own mom. Period. That's why every vehicle goes through Carvana's process, where it's inspected, perfected, and prepared to meet our high standards before it ever reaches you. And now, we're bringing those same values to our new car dealerships—delivering quality, trust, and care you'd be proud to share with Mom.

We strive to provide only the highest quality vehicles to our customers in our mission to deliver a no-hassle, better car buying experience. We are actively looking for passionate and talented individuals who can help us deliver on that promise.

Think you've got what it takes to join our team? Keep reading below to see what we're looking for!

About the team and position

The Service Manager, Dealership Operations is responsible for the success of the dealership's service businesses, overall facilities management, and OEM relationship. This leader oversees a team of up to 40 team members, driving customer satisfaction, profit growth, compliance, and operational excellence across the dealership.

What you'll be doing

Management – Service Operations

• Lead all aspects of the dealership's Service operations to achieve revenue, gross profit, and customer satisfaction targets.
• Oversee daily/weekly performance reviews, analyzing KPIs (CSI, RO count, gross profit, technician efficiency). Implement action plans to hit targets.
• Drive consistent execution of operating standards (standardized work, 5S, safety protocols, visual management).
• Partner with Parts Manager to improve workflow, reduce cycle times, and maximize shop and parts department throughput.
• Monitor warranty processes to ensure compliance and maximize claim recovery.
• Continuously improve customer experience, speed of service, and first-time fix rate.

Facilities – Dealership Maintenance & Compliance

• Ensure the service facility is well-maintained, clean, and fully compliant with brand and OEM image standards.
• Directly manage service vendors (e.g., paint and body, detail to ensure efficient, high quality work at a competitive cost. Enforce workplace safety standards, OSHA requirements, and loss-prevention measures to protect associates and customers.

Relationship – OEM & Brand Alignment

• Serve as a liaison with OEM representatives for service.
• Ensure alignment with OEM warranty policies, recall processes, and customer satisfaction programs.
• Proactively manage OEM facility inspections, responding to audit findings and driving timely resolution of issues.
• Build and sustain positive working relationships with OEM field teams to ensure strong collaboration and support.

People Leadership & Development

• Recruit, hire, and retain high-performing Service team; maintain a bench of candidates for key positions.
• Improve, sustain and oversee training, certification, and career progression programs for associates at all levels.
• Deliver competency-based feedback and performance reviews to drive accountability and growth.
• Mentor service associates to strengthen leadership capabilities, functional expertise and operational execution.
• Foster a culture of teamwork, engagement, and continuous improvement throughout the dealership.

Continuous Improvement

• Identify and prioritize opportunities for process and performance improvement across fixed operations.
• Lead and sponsor Lean/Kaizen initiatives that increase efficiency, reduce costs, and enhance customer experience.
• Hold teams accountable for measurable results from continuous improvement efforts.

What you should have

• Minimum of 5 years of management experience either in automotive or a lean manufacturing environment
• A valid driver's license + clean driving record
• Proven track record of leading and developing associates
• Proven ability to obtain project deliverables and company metrics
• Knowledge of lean manufacturing principles; understanding of the Toyota Production System problem solving model is a plus
• An ability to work in a fast-paced, ever-changing production environment while sometimes being exposed to excessive weather conditions (heat/cold)

• Excellent oral and written communications skills
• Ability to work with and through teams to achieve results
• Strong analysis and decision making ability
• Proficient computer skills