Senior Manager, Service Strategy

Dealership:

Senior Manager, Service Strategy

The Senior Manager, Service Strategy provides strategic and tactical direction for developing and executing service and/or parts programs that drive profitable growth, customer satisfaction, and operational efficiency. This role oversees the full customer journey, from service appointments to parts procurement, ensuring the organization remains competitive and prepared for future market demands. This position requires a collaborative leader with expertise in strategy, market analysis, and cross-functional project management.

*Position is remote and can be based anywhere near a major airport hub.

Key Responsibilities:

• Develop and implement customer- and profit-centric service strategies in alignment with industry guidelines and best practices.
• Collaborate with cross-functional teams to shape a unified strategy, identifying key stakeholders and fostering regular engagement.
• Maintain and enhance relationships with stakeholders, particularly leadership across store locations, to support and achieve strategic goals.
• Analyze market trends and identify opportunities to ensure the organization remains competitive in both physical and digital spaces (B2C, B2B, D2D).
• Implement digital tools to enhance customer experience and streamline processes, ensuring adoption across the network.
• Manage vendor relationships, optimizing resource utilization (e.g., technicians, bays, inventory) at the dealership locations.
• Standardize operational processes and systems across the network for consistent execution in dealership operations.
• Oversee warranty and reimbursement processes, ensuring compliance with organizational and legal guidelines while maximizing revenue.
• Lead strategic business planning to expand capabilities, including express, mobile, and digital service options.
• Develop and implement training programs in collaboration with Learning and Development teams.
• Direct significant cross-functional projects to meet strategic objectives and timelines, presenting progress and insights to executive management.
• Drive innovation, leading change initiatives to prepare the network for evolving service and parts demands.
• Manage and mentor a high-performance team, aligning efforts with the overall vision and conducting regular meetings to communicate strategy and resolve issues.

Skills and Qualifications:

• Bachelor’s degree in business, science, or a related field; MBA preferred.
• Minimum of 5 years in management or leadership roles, with at least 10 years of experience in after sales, service, or parts management.
• Proficiency in strategic planning, profit forecasting, demand planning, and inventory management.
• Strong executive communication skills with the ability to influence and engage at all organizational levels.
• Expertise in business operations, project management, and data-driven decision-making.
• Skilled in creative problem-solving, including quantitative and optimization analysis.
• Demonstrated experience in budgeting, resource deployment, and cross-functional leadership.
• Ability to manage and develop a geographically dispersed team, including experience with conflict resolution and employee engagement.
• Willingness to travel nationwide as required (up to 50%).

Competencies

• Vision and Strategy: Craft and implement strategic plans to stay ahead of competitive trends and drive business objectives.
• Leadership: Build and nurture a high-performance team with a focus on continuous improvement and achieving measurable results.
• Innovation and Change Management: Lead initiatives that prepare the organization for future service and parts demands.
• Collaboration: Strengthen cross-functional relationships to enhance service and parts offerings and achieve shared goals.
• Accountability and Growth: Self-motivated and results-oriented, fostering a culture of accountability and continuous improvement.

We offer a competitive starting wage that is based on a variety of factors, including the specific role, experience, qualifications, skill set, and education. 

Position Salary Range: $80,000-170,000/annually

Information about LITHIA’s comprehensive benefits can be reviewed on our careers site at https://www.lithiacareers.com/

We are an equal opportunity employer and a drug-free workplace. A criminal history background check and pre-employment drug screen will be conducted on the final candidate prior to beginning employment. Applicants must be 18 or older with a valid driver's license.

We offer best in class industry benefits:

• Competitive pay
• Medical, Dental and Vision Plans
• Paid Holidays & PTO
• Short and Long-Term Disability
• Paid Life Insurance
• 401(k) Retirement Plan
• Employee Stock Purchase Plan
• Lithia Learning Center
• Vehicle Purchase Discounts
• Wellness Programs

High School graduate or equivalent, 18 years or older required. Acceptable driving record and a valid driver's license in your state of residence necessary for select roles. We are a drug free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.