Job Description

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Job Title: Senior Manager, Fixed Operations
Department: Fixed Operations
Location: Edmonton, Alberta
Classification: Full Time, Hybrid
Travel Required: Yes
Hours: Mon to Frid, 8:30am-5:00pm
Compensation: $95,000.00 - $105,000.00 (CAD) + depending on experience plus bonus opportunity based on KPI metrics and staff productivity
Your Area of Focus
AutoCanada, one of the country's largest multi-brand automotive groups, is seeking a highly motivated and experienced Senior Manager, Fixed Operations to manage the Key Performance Indicators (KPIs) of Service Business Development Centres (BDCs) across our network.
This role is key to enhancing service appointment efforts, post-sale customer retention, elevating the customer experience and driving profitability in maintenance and repair operations.
You'll define and champion standards of excellence, manage relationships with vendor and internal stakeholders, and maximize ROI from BDC operations. Your strategic acumen and experience in automotive vendor management will be essential to success.
Major Job Functions
The core of this role involves maximizing service traffic and customer retention across AutoCanada dealerships. This will be achieved by serving as the main point of contact for dealerships on BDC strategy, technology (i.e. such as Xtime), and training. The role includes leading training development, diagnosing underperforming stores and implementing solutions, strategically building the BDC team, and evaluating the in-house versus external BDC model.
What drives your day to day?
Strategic and Tactical Management of BDC Strategy:

• Develop and help implement comprehensive BDC strategies (both long-term and day-to-day tactics) to drive key Fixed Operations metrics, including service bay occupancy and customer retention.
• Support the execution of BDC strategies across all relevant channels and teams (internal and outsourced).
• Analyze BDC performance data (both internal and external) to identify trends, develop insights, and inform strategic adjustments.
• Continuously evaluate and refine BDC processes and workflows to enhance efficiency and effectiveness.
• Collaborate with sales, marketing, and corporate stakeholders to align BDC activities with overall business goals and support lead generation and customer engagement initiatives.

Technology Integration and Optimization (Service Bay Occupancy Focus):

• Lead the integration and optimization of technology solutions, with a primary focus on maximizing the usage of service-bay occupancy systems and customer online booking platforms (e.g., Xtime).
• Ensure dealerships and BDC teams are effectively utilizing these systems to their full potential.
• Identify opportunities for leveraging technology to improve customer communication processes and service retention.
• Contribute to the implementation of new technologies and define processes that enhance after-sales operations.

Training and Integration of Existing and New Software:

• Serve as the subject matter expert in training related to BDC operations and relevant software applications (both existing and new).
• Design and implement training programs for BDC agents (internal and outsourced) to ensure effective use of all required tools.
• Develop training plans in collaboration with Fixed Operations Leadership to address identified needs.
• Oversee the successful integration and adoption of new software platforms within the BDC teams.

Assisting with the Diagnosis of Underperformance and Providing Training and Solutions:

• Analyze store performance data to identify underperforming dealerships or areas within BDC operations.
• Diagnose the root causes of underperformance, including issues related to process, technology adoption, or training gaps.
• Develop and implement targeted training programs and operational solutions to optimize the performance of underperforming stores.
• Work alongside dealership managers to implement these solutions and improve service retention.

Additional Responsibilities for this role:

• Manage relationships with outsourced BDC partners, ensuring they meet or exceed performance metrics (KPIs and SLAs).
• Act as a single point of contact for vendor performance management, ensuring alignment with AutoCanada's standards and client expectations.
• Demonstrate behaviors consistent with AutoCanada's core values in all interactions.
• Explore the feasibility of transitioning to an in-house BDC model versus continuing with external partners.
• Assess the current BDC team structure and develop plans for future team growth and development.

What are the must haves?

• Bachelor's Degree or post-secondary education is preferred.
• 7+ years in automotive sales/management.
• 3+ years in call centre management (preferred).
• Experience with CDK, Salesforce, DealerMine, and Xtime.
• 2+ years in sales analytics with a focus on metrics and process improvement.
• Hands-on experience with call centre technology and in a BDC environment.
• Proficiency in MS Excel, PowerPoint, Word, Tableau.
• Strong analytical, forecasting, and project management skills.

Working Conditions:

• Travel may be required within Canada and the United States to support Contact Centre initiatives on an as needed basis (Less than 20% of the time)
• Dexterity to operate a computer and other office productivity machinery such as a calculator, copy machine, printer, projector or other pieces of office equipment which may require repetitive hand, finger, leg, foot, and/or knee motion
• Occasionally ascends and descends stairs when visiting offsite locations built prior to current new-construction disability, accessibility requirements
• Ability to safely operate a motor vehicle when driving to offsite training, meetings, or AutoCanada dealerships
• Overtime may be required when dealing with Contact Centre issues or projects that require a sense of urgency
• Lifting or moving up items that weigh 30lbs or more may be required.

The Perks.

• Competitive pay and a motivated group of AutoCanada employees to work alongside
• Team support and strong communication
• Medical, dental and vision insurance, extended health
• Prescription insurance that can discount purchases up to 80%
• Flex time for full-time AutoCanada employees
• Employee Vehicle Purchase & Service programs
• Health & wellness programs for assistance with gym memberships, counseling, physicals, and more
• Professional development and the opportunity to grow your career
• The chance to be part of an exciting, growing company that operates in Canada and the United States
• Career development and advancement opportunities

And those are just the basics. We strive every day to create a workplace culture that embraces diversity and inclusivity, ensures fairness and equal opportunities, and fosters a sense of belonging for all Team Members. As an equal opportunity employer, we actively support everyone in expressing themselves and reaching their full
Can you picture yourself here already?
We hope so. It's equally as important that you choose us as we choose you. Take a sneak peek at what we think makes this one of the best workplaces around.
If you think you're a good fit to come along on our ride, apply now through our website at www.autocan.ca/careers. We thank all applicants for their interest; however, only those selected for an interview will be contacted.
Our commitment extends to reaching out to individuals from various backgrounds and identities. We do not discriminate based on gender identity, race, national origin, ethnicity, religion, age, sexual orientation, marital or family status, or mental/physical disabilities. AutoCanada is committed to collaborating with and providing reasonable accommodations to individuals with disabilities. If you need accommodation during the recruitment process, please inform your recruiter.
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