Manager of Service Business Development Center

We are seeking a dynamic Service Business Development Center (BDC) Managerto elevate our service communication customer experience and retention strategy across all stores. TheServiceBDC Manager is responsible for leading the overall strategy performance and execution of Hastings Fords ServiceBDC. This role oversees all service communication operationsincluding inbound calls outbound follow-up appointment setting maintenance reminders declined services and guest experience initiatives. This leader will build and develop a high-performing team create clearly defined standards drive accountability and implement processes aligned with Hastings Fords culture and business goals.

Benefits:

• Medical and Dental Insurance
• Vision Insurance
• Life Insurance
• 401K Plan
• PTO and Sick Leave
• Paid Training
• Employee discounts on products and services

What will you do:

Leadership & Strategy

• Build lead and mentor a high-performing Service BDC team focused on exceptional guest experiences.
• Develop strategic BDC processes that improve appointment show rate repair order volume retention and service sales.
• Partner closely with Service Manager General Manager and other departments to align goals and reporting.

Performance Management

• Establish daily/weekly/monthly performance expectations and KPI dashboards for agents and managers.
• Conduct ongoing performance coaching using data to drive behavior and outcomes.
• Ensure consistent execution of scripts process flows and communication standards.

Operational Excellence

• Oversee workforce management staffing levels scheduling training and onboarding.
• Implement processes for handling inbound calls outbound calls missed opportunities and follow-up campaigns.
• Ensure CRM utilization accurate data entry and process compliance across the team.

Customer Experience

• Elevate the service guest experience through proactive communication personalized outreach and service awareness campaigns.
• Identify pain points operational gaps and improvement opportunities across the customer journey.
• Drive initiatives that increase customer satisfaction CSI scores and long-term retention.

Technology & Reporting

• Leverage CRM telephone systems reporting tools and service software to optimize workflow and productivity.
• Monitor analyze and report on all Service BDC performance metrics.
• Recommend and implement new technologies or process enhancements.

Cross-Functional Collaboration

• Partner with:
  • Service Managers Parts Departments Marketing Sales GM
• Support marketing campaigns and seasonal service promotions.
• Align staffing and scheduling with shop capacity and technician availability.
• Assist with budgeting and workforce planning.

What we are looking for:

5 years of leadership experience in automotive BDC service operations or call center environment (automotive experience preferred).

• Proven ability to lead motivate and develop a team in a fast-paced environment.
• Strong understanding of service operations appointment coordination and retention strategy.
• Excellent communication coaching and process building abilities.
• Data-driven mindset with strong analytical and problem solving skills.
• Experience with CRM and BDC technology platforms.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race color religion sex sexual orientation gender identity national origin veteran or disability status. We are committed to providing a safe drug-free work environment. Applicants must be willing to submit to a pre-employment background check. Interested candidates must possess a valid drivers license and have a satisfactory driving record.