Director of Services

Job Title: Director of Services

Location: Albuquerque, NM

Job Type: Full-Time | On-site

About the Job:

We are seeking an experienced, visionary, and results-driven Director of Services to lead a high-performing automotive Fixed Operations team. This executive leadership role is responsible for the strategic direction, operational excellence, financial performance, and continuous improvement of the dealership’s service operations.

The ideal candidate will have extensive experience managing automotive service departments, developing high-performing teams, improving customer satisfaction, driving profitability, and creating a culture of accountability, efficiency, and operational excellence.

Key Responsibilities:

Strategic Leadership & Service Operations:

Provide executive leadership and oversight for all service department operations, including the main service shop, quick service operations, service drive, warranty administration, dispatch, and support teams.

Develop and execute strategic plans to improve service performance, profitability, customer satisfaction, and long-term growth.

Establish department goals, performance objectives, and operational strategies while tracking progress and results.

Optimize workflows, processes, and service operations to improve efficiency and productivity.

Drive continuous improvement initiatives across all areas of fixed operations.

Financial Performance & Business Growth:

Manage service department profitability by monitoring labor sales, gross profit, effective labor rate (ELR), repair order averages, technician productivity, efficiency, and retention metrics.

Develop and manage annual budgets, forecasts, and cost-control strategies.

Analyze financial reports, operational data, and key performance indicators to identify opportunities for revenue growth.

Partner with executive leadership to improve financial performance and operational results.

Implement strategies to increase customer retention, service revenue, and overall department success.

Team Leadership & Development:

Lead, mentor, coach, and develop Service Managers, Shop Managers, Service Advisors, Warranty Administrators, Dispatchers, Technicians, and support staff.

Recruit, train, onboard, and retain top-performing employees.

Conduct leadership meetings, performance reviews, and coaching sessions.

Build succession plans and create opportunities for employee growth and advancement.

Foster a culture of teamwork, accountability, professionalism, and continuous improvement.

Customer Experience Management:

Maintain strong customer satisfaction performance and ensure exceptional service experiences.

Handle escalated customer concerns professionally and efficiently.

Develop initiatives to improve customer loyalty, satisfaction, and retention.

Promote a customer-first culture throughout the service department.

Operational Excellence & Compliance:

Ensure compliance with manufacturer standards, warranty requirements, service procedures, and technical guidelines.

Oversee warranty administration processes to ensure accurate claim submission and reimbursement.

Monitor repair quality, comeback rates, technician performance, and shop efficiency.

Maintain proper staffing levels and effective workflow management.

Collaborate with the Parts Department to improve repair turnaround times and inventory availability.

Ensure compliance with OSHA, EPA, hazardous waste disposal regulations, and applicable safety standards.

Maintain a clean, organized, and safe service facility.

Relationship Management & Business Partnerships:

Build and maintain strong relationships with manufacturers, vendors, fleet customers, and community partners.

Participate in leadership meetings, manufacturer programs, and industry development opportunities.

Support executive initiatives focused on operational growth and business improvement.

Required Qualifications:

Bachelor’s degree in Business Administration, Automotive Management, or related field preferred; equivalent leadership experience considered.

7–10+ years of progressive automotive fixed operations leadership experience.

Proven experience managing high-volume automotive service operations.

Strong understanding of dealership service processes, warranty administration, and fixed operations best practices.

Demonstrated success improving profitability, customer satisfaction, and team performance.

Strong financial management skills, including budgeting, forecasting, and performance analysis.

Experience interpreting dealership financial statements and operational reports.

Excellent leadership, communication, coaching, and organizational skills.

Strong problem-solving, conflict resolution, and customer relationship management abilities.

Proficiency with dealership management systems (DMS), reporting tools, and Microsoft Office.

Valid driver's license with an acceptable driving record.

Work Environment:

Combination of office, customer-facing, and automotive service department environments.

Frequent interaction with customers, employees, vendors, and manufacturer representatives.

Regular movement throughout service operations, including repair facilities and service areas.

Flexible schedule may include evenings, weekends, and extended hours based on business needs.

Benefits:

Competitive executive compensation package

Performance-based bonus opportunities

Health, dental, and vision insurance

401(k) retirement plan

Paid time off and holidays

Employee discounts on vehicles, parts, and services

Professional leadership development and training opportunities

Career advancement opportunities