Service Operations Lead: Elevate Team & Customer Experience

Donofrio's Dealerships; Salem (OR); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Paid Time Off

Health Coverage

Flexible Spending Accounts

Health Savings Account

Group Life Insurance

7 Paid Holidays

Voluntary Benefits

401k Retirement Program

Employee Discounts

Job summary

Skyline Ford in Keizer & South Commercial is seeking a Service Operations Lead to partner with the Service Manager, owning daily follow-through and ensuring both locations perform at their best.

You will oversee scheduling, dispatch, technician workflow, and customer experience, stepping in to support phones, appointments, and team engagement across Keizer and South Commercial locations.

Qualifications

• Automotive service experience with understanding of scheduling, advising, dispatch, and technician workflow.
• Ability to lead by example, coach employees, and hold people accountable with professionalism and respect.
• Strong customer service and phone skills, including the confidence to work through concerns.
• Organization, attention to detail, and comfort working with numbers and daily performance reports.
• Initiative and sound judgment—you can solve routine problems independently and recognize when to involve the Service Manager.
• Willingness to step into the work, learn, and support the team wherever you’re needed.
• Dealership experience is preferred. Familiarity with CDK and Xtime is a strong plus.

Responsibilities

• Lead daily operations at Keizer as needed. Help coordinate workflow, support technician productivity, assist advisors, and address customer concerns.
• Help build a strong store culture. Work alongside the Service Manager to create an environment where employees feel supported, take pride in their work, and hold themselves and each other accountable.
• Support regular team communication. Help prepare for and facilitate technician meetings and daily advisor morning meetings.
• Provide strong Monday coverage. Take an active role answering phones and scheduling appointments when staffing is lighter.
• Support both locations. Adjust to department needs, including helping with dispatch and other service functions at South Commercial.
• Coordinate inventory recalls. Help track open recalls on dealership inventory and follow repairs through completion.
• Help develop and retain employees. Assist with recruitment, new hire orientation, ongoing training, and team engagement.
• Build motivating team challenges. Create contests and recognition opportunities for advisors and technicians that encourage productivity, quality, and customer experience.
• Track daily performance. Assist the Service Manager with financial tracking, review department results, and follow up on opportunities for improvement.

Skills

Automotive service experience

Lead by example

Customer service & phone skills

Organization & numbers

Initiative & judgment

Willingness to learn

Tools

CDK

Xtime

Job description

Skyline Ford in Keizer & South Commercial is seeking a Service Operations Lead to partner with the Service Manager, owning daily follow-through and ensuring both locations perform at their best.

You will oversee scheduling, dispatch, technician workflow, and customer experience, stepping in to support phones, appointments, and team engagement across Keizer and South Commercial locations.