The Automotive Operations Center Manager is responsible for leading the overall performance, execution, and continuous improvement of the WBYC Operations Center. This role oversees the team’s supervisors and agents, ensuring customer engagement, appointment generation, vehicle acquisition, and support activities are executed consistently and effectively.

The Manager establishes operational standards, monitors performance against key metrics, develops leaders, and partners with dealership and corporate stakeholders to optimize lead management, customer experience, and acquisition outcomes.

Success in this role is measured through operational performance, achievement of KPIs, employee engagement and retention, process adherence, and overall business results.

Job Responsibilities

• Lead, coach, and develop a team of contact center representatives focused on vehicle acquisition and sales through regular one-on-one meetings, call reviews, team huddles, performance feedback, and development planning to drive engagement, growth, and results.
• Establish clear performance expectations and manage team productivity, scheduling, quality, and results through scorecards, reporting, and daily performance monitoring. Identify performance gaps and implement agent coaching strategies to improve individual and team effectiveness.
• Oversee inbound and outbound customer interactions across phone, email, text, internet leads, and other communication channels to ensure timely response, consistent follow-up, exceptional customer experiences, and effective lead management practices.
• Drive appointment generation and support business objectives by improving contact, appointment-set, show, vehicle acquisition, and sales conversion rates through effective coaching, process optimization, and execution.
• Continuously evaluate and enhance call strategies, talk tracks, objection handling, follow-up processes, CRM utilization, and communication standards to improve performance, efficiency, and customer outcomes.
• Analyze operational and performance data to identify trends, opportunities, and risks, and develop action plans to drive continuous improvement.
• Partner with dealership sales, used vehicle, operations, marketing, and leadership teams to maximize customer opportunities, resolve operational challenges, and maintain effective communication between the contact center and dealership operations.
• Manage escalated customer, associate, operational, and dealership issues, ensuring timely resolution and a positive customer experience.
• Recruit, onboard, train, develop, and retain high-performing team members while overseeing workforce planning, staffing, scheduling, and talent development activities to ensure appropriate coverage, team effectiveness, and a positive, customer-focused, results-oriented culture.
• Lead change management efforts related to processes, technology, reporting, and operational initiatives.
• Ensure compliance with company policies, procedures, and applicable employment and operational requirements.
• Perform other duties and special projects as assigned to support business objectives and priorities.

What Success Looks Like

• Achievement of operational, customer, and business performance goals.
• Development and retention of high-performing leaders and associates.
• Consistent execution of operational processes and standards.
• Effective use of data and analytics to improve performance and drive decisions.
• Strong partnership with dealership and corporate stakeholders.
• Continuous improvement of customer experience, productivity, and operational efficiency.
• Creation of an engaged, accountable, and inclusive team culture.
• Effective management of change, organizational priorities, and business initiatives.

Required Qualifications

• 5 - 7 years of automotive retail experience, including dealership sales or vehicle acquisition.
• 3 - 5 years of experience leading a BDC, contact center, internet sales, vehicle acquisition, or similar customer-facing operations team, including experience developing supervisors and driving operational performance..
• Proven ability to coach, develop, motivate, and hold employees accountable.
• Experience managing individual and team performance against measurable goals.
• Strong understanding of automotive lead management, customer engagement, and customer follow-up processes.
• Experience monitoring KPIs such as response time, contact rate, appointment conversion, show rate, purchase rate, and productivity.
• Ability to review calls and provide clear, actionable coaching.
• Working knowledge of automotive CRM systems, dialers, and lead-management tools.
• Strong communication, organizational, problem-solving, and time-management skills.
• Comfortable using reports and performance data to identify opportunities and create action plans.
• Ability to work in a fast-paced, performance-driven environment.

Preferred Qualifications

• Experience recruiting, onboarding, developing, and retaining high-performing contact center teams.
• Knowledge of vehicle appraisal, acquisition, and used-car inventory processes.
• Experience developing call guides, objection-handling strategies, and follow-up processes.
• Familiarity with workforce planning, scheduling, attendance management, and staffing.
• Experience managing customer communication across phone, text, email, and internet leads.
• Associate or bachelor’s degree in business, management, communications, or a related field preferred, but not required.
• Bilingual English and Spanish is a plus.

Exciting Benefits and Perks Await You:

• Competitive compensation and 401k matching

• Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits.

• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear

• Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers

• Join our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide

AutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve.
 

AutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.