Service BDC Director

Build and lead a centralized Service BDC team responsible for inbound service calls, outbound retention campaigns, declined service follow up, and appointment coordination.

Hire, train, and mentor a team of Service BDC Representatives.

Set clear expectations for call quality, productivity, appointment handling, and customer experience.

Oversee day-to-day department scheduling, staffing levels, and workflow allocation to ensure consistent coverage and efficiency.

Ensure all customer communication is managed according to preferred contact methods (phone, text, email).

Maintain accountability standards for call performance, CSI impact, and customer communication quality.

Process Development and Optimization

Create standard operating procedures for service call handling, appointment scheduling, multi point inspection follow up, and maintenance reminder cadence.

Implement group wide standards for outreach timing, communication templates, declined service recovery, and missed appointment logic.

Collaborate with Service Managers to align BDC processes with shop capacity, advisor availability, and store workflow.

Identify process improvement opportunities to increase efficiency and customer satisfaction, and present recommendations to senior leadership.

Integrate service marketing promotions or campaigns into customer conversations when appropriate.

Performance Management and Reporting

Track and report on core KPIs including appointment creation, appointment confirmation, show rates, retention contact success, and declined service recapture.

Build a performance dashboard that ties BDC activity directly to service revenue.

Analyze call and appointment trends to identify new opportunities for retention and growth.

Monitor budget and financial performance for the Service BDC, ensuring labor output and results align with overall departmental targets.

Technology and Tools Oversight

Oversee the systems used by the Service BDC including DealerMine, CRM integrations, phone systems, AI assisted tools, and call routing.

Work with IT and corporate operations to optimize phone trees, call flows, and software utilization.

Identify opportunities for automation and AI enhancements to reduce cost and increase output.

Serve as the champion of CRM data quality, ensuring accurate customer records, follow up documentation, and communication tracking.

Store and Department Support

Partner with General Managers and Service Managers to support service drive operations, seasonal capacity planning, and campaign execution.

Assist stores with improving customer communication touchpoints and building stronger retention processes.

Support new store onboarding and ensure consistent setup across all rooftops.

Contribute to improving manufacturer CSI scores by supporting customer communication consistency and initiative-taking follow up processes.

What you must have :

Minimum 5 years of leadership experience in automotive service BDC, service call center operations, or fixed operations management at scale

Deep understanding of service workflows, appointment scheduling, and retention processes

Strong coaching and leadership skills with experience managing multiple person teams.

Ability to build structure, create process, and drive results across multiple rooftops.

Comfortable with CRM systems, service scheduling tools, phone system management, and KPI reporting

Experience with CDK and PBS is considered a strong asset.

Adaptable, operationally minded, and excited to build something foundational for the group.

Comfortable working independently with the authority to make operational decisions related to scheduling, staffing, workflow, and day to day BDC execution.

Salary / Rate Range : $84,000.00 - $108,000.00

Other Information : Compensation package

Competitive base salary

Performance-based bonus structure introduced after the initial period.

Comprehensive group benefits plan, including health, dental, and vision coverage.

Employee Assistance Program (EAP) providing confidential support and resources for mental health, financial, and family well-being.

Employee discounts on vehicle purchases, parts, and service across our dealership group

Commitment to promoting from within, providing opportunities for career growth and advancement.

Opportunity to build and lead a department that plays a key role in growing fixed operations revenue.

Thank you for your interest in this opportunity. If you are selected to move forward in the process, we will contact you directly. If you do not hear from us, we encourage you to continue visiting our website for other roles that may be a good fit.