The Fixed Operations Director is responsible for leading and optimizing the Service and Parts Departments to drive operational excellence, profitability, and customer satisfaction. This role requires a strategic and hands-on leader who can foster a high-performing team, enhance efficiency, and ensure seamless service experience for customers. The Fixed Operations Director will oversee inventory control, labor cost management, process improvements, and cross-functional collaboration to support the company's goal of revolutionizing the RV industry.
Key Objectives:- Ensure both Service and Parts departments maintain a consistently high level of customer satisfaction
- Drive profitability through increased service sales, gross profit, P&L management, and labor cost control
- Develop and implement strategies to optimize capacity, productivity, and inventory turnover
- Hire, train, coach, and develop a team of managers, technicians, service advisors, parts specialists, and other support staff
- Maintain a healthy balance of parts inventory and cost management to reduce write-offs and obsolete parts
- Monitor and analyze KPIs to measure success and adjust strategies as needed
- Foster strong working relationships between Service, Operations, Parts, Sales and external vendors to create seamless customer experience
Responsibilities:- Lead, mentor, and develop high-performing teams in both the Service and Parts departments
- Develop and execute strategic plans for staffing levels, departmental goals, and revenue growth
- Implement process improvements that enhance efficiency, reduce RECT, and improve service cycle time
- Oversee parts inventory management, ensuring accurate tracking, cost control, and optimal stock levels
- Monitor financial performance, P&L, and cost controls to ensure profitability
- Ensure compliance with company policies, safety regulations, and operational standards
- Collaborate with vendors, OEMs, and distributors to enhance procurement and inventory strategies
- Establish and maintain a culture of continuous improvement, employee development, and accountability
- Lead service and parts marketing efforts to increase sales and enhance customer engagement
- Participate in leadership meetings and provide insights on operational strategies and improvements
Competencies and Skills:- Proven success in managing high-volume service and parts operations in the RV, automotive, marine, or power sports industries
- Strong leadership and team-building capabilities with the ability to coach and mentor employees
- Ability to develop and execute data-driven strategies to improve operational efficiency and profitability
- Excellent communication skills for collaboration with internal teams, vendors, and customers
- Strong analytical skills to monitor KPIs, inventory management, and financial performance
- Experience with P&L management, budgeting, and cost control
- Ability to manage and adapt to a fast-paced, ever-changing environment
- Proficiency in industry-related software for service and inventory management
- Bachelor's degree in a relevant field is a plus
Expected Results:- Customer Satisfaction: Maintain high service and parts department satisfaction ratings
- Financial Performance: Increase profitability through controlled expenses, labor efficiency, and optimized inventory turns
- Operational Excellence: Achieve year-over-year improvements in RECT, shop productivity, and technician skill levels
- Inventory Management: Maintain accurate bin locations, reduce write-offs, and ensure inventory turns of 4 or higher
- Employee Development: Create a culture of learning, innovation, and retention of top talent
- Safety & Compliance: Minimize employee and customer incidents while ensuring adherence to safety and operational standards
Resources:- Dedicated budget for service and parts department improvements
- Cross-functional regional support and mentorship from senior leadership
- Access to advanced industry software and data analytics tools
- Ongoing training and professional development opportunities
- Strong vendor and distributor relationships for product and administrative support
Cultural Fit:- Demonstrates a customer-centric mindset in all aspects of service and parts operations
- Embodies behaviors consistent with the company's Vision, Mission, and Values
- Committed to continuous improvement, innovation, and operational excellence
- Thrives in a fast-paced, results-driven environment and leads by example
Perks:- Comprehensive benefits package including medical, vision, dental, and other supplemental coverages
- 401K with 5% match
- Employee discounts
- Company-paid life insurance
- Gym membership reimbursement
- Opportunities for advancement
- Annual Incentive Trip for Top Performers
- Access to a partner insurance agency for personalized quotes and coverage guidance on home, auto, RV and specialty insurance products
- RV Borrowing Program
- Incredible Team Culture
