Position OverviewThe Service Manager is responsible for leading all fixed operations service activities, ensuring exceptional client satisfaction, maximizing department performance, and cultivating a culture rooted in luxury hospitality and operational excellence.
The ideal candidate is a proven leader in highline automotive service who understands that today's luxury client expects more than repairs - they expect trust, transparency, convenience, and personalized care throughout every interaction.
This leader will champion the
JLR Customer First principles, ensuring every guest experience reflects the prestige and sophistication of the Jaguar Land Rover brand while upholding the values and culture of Mills Automotive Group.
What Success Looks Like- Creating an ownership experience that inspires long-term client loyalty
- Building a high-performing, accountable, and engaged service team
- Achieving exceptional CSI and client retention metrics
- Driving profitable growth while maintaining luxury-level service standards
- Leading with professionalism, transparency, and operational discipline
- Elevating the dealership experience through proactive communication and hospitality
Key ResponsibilitiesClient Experience Leadership- Deliver a seamless, luxury-level ownership experience aligned with JLR Customer First standards
- Ensure every client interaction reflects professionalism, urgency, empathy, and transparency
- Resolve escalated client concerns with confidence and diplomacy
- Build long-term client relationships that drive retention and advocacy
- Maintain exceptional CSI performance and online reputation standards
Operational Excellence- Lead all service department operations, including workflow management, technician productivity, dispatching, and quality control
- Monitor and improve KPIs including gross profit, effective labor rate, technician efficiency, warranty performance, and repair order performance
- Ensure compliance with Jaguar Land Rover operational and warranty standards
- Drive continuous process improvement and operational efficiency
Team Leadership & Development- Recruit, coach, and develop a high-performing service team
- Foster a culture of accountability, teamwork, professionalism, and continuous improvement
- Lead by example through servant leadership and strong communication
- Conduct performance reviews, training initiatives, and career development planning
- Create a positive and performance-driven workplace culture
Business Performance- Collaborate with dealership leadership to achieve financial and operational goals
- Develop and execute strategies to increase retention, service revenue, and client loyalty
- Analyze departmental reporting and implement data-driven improvements
- Ensure proper expense control while maintaining premium service standards
QualificationsRequired- 5+ years of automotive service management experience
- Proven success in luxury/highline automotive operations preferred
- Strong leadership, communication, and conflict-resolution skills
- Track record of improving CSI and operational performance
- Experience managing technician productivity and service profitability
- Deep understanding of fixed operations processes and KPIs
- Valid driver's license and clean driving record
Preferred- Jaguar Land Rover experience
- CDK experience
- OEM certification/training background
- Luxury hospitality mindset with strong relationship-building abilities
Benefits Include:Our team members enjoy a positive working environment with opportunities for professional growth through training and advancement from within the organization. Our team members also enjoy a comprehensive benefits program including:
- Salary and commission packages above local and industry levels
- Medical, Dental and Vision Insurance
- 401(k) availability
- Employee discounts on vehicle purchases, parts and service
- Paid-time-off
- We also offer a group of supplemental benefit plans including, short-term disability, long-term disability, supplemental life insurance
- Opportunities for internal career advancement
