Fixed Operations Director - Multi OEM Group Experience Required

Parkway Family Auto Group

Location: Based in Tomball, Texas, with regular travel to all Parkway locations
Position Type: Full-time, on-site leadership position
Reports To: President
Position Summary

Parkway Family Auto Group is seeking an experienced Group Fixed Operations Director to lead fixed operations across our multi-rooftop, multi-OEM organization.

This position has group-level responsibility for service, parts, warranty administration, service BDC performance, and related fixed operations businesses. The Director will work closely with executive leadership, General Managers, and department managers to improve departmental profitability, fixed absorption, shop performance, customer retention, and operational consistency.

The ideal candidate is an established fixed operations leader with a proven record of managing both service and parts across multiple franchised rooftops. This individual must be equally comfortable reviewing a financial statement, evaluating shop production, addressing parts inventory performance, developing department managers, and working directly with OEM representatives.

This is a hands-on leadership role requiring a consistent presence in the stores, clear accountability, and the ability to implement sustainable improvements-not simply identify opportunities.
Essential Responsibilities
Multi-Rooftop Leadership and Manager Development

Direct fixed operations performance across all assigned rooftops and related businesses. Establish group-wide operating standards while accounting for each franchise's OEM requirements, market conditions, capacity, and customer base.

Lead and develop Service Managers, Parts Managers, and other fixed operations leaders in partnership with General Managers. Conduct regular store visits, operating reviews, and performance meetings with clear action items, ownership, and follow-through.

Partner with Human Resources and store leadership on recruiting, staffing, pay plans, performance management, technician development, and succession planning. Build a strong management bench and reduce preventable turnover.
Financial Performance and Fixed Absorption

Develop and manage departmental budgets, forecasts, and operating plans. Review financial statements, departmental schedules, and DMS reports with executive leadership and Accounting to improve gross profit, net contribution, expense control, and fixed absorption.

Monitor effective labor rate, hours per repair order, technician productivity and efficiency, labor gross retention, parts margins, inventory turns, and customer-pay growth. Establish appropriate labor pricing, parts pricing matrices, discount controls, purchasing practices, and compensation recommendations.

Maintain accountability for open repair orders, work in process, warranty receivables, parts receivables, policy adjustments, unapplied labor, and other fixed operations schedules.
Service Operations and Shop Production

Establish consistent processes for appointment capacity, service write-up, estimating, customer authorization, dispatch, multipoint inspections, customer updates, quality control, and vehicle delivery.

Optimize technician utilization, skill mix, bay capacity, scheduling, and parts availability across customer-pay, warranty, internal, express service, and commercial work. Improve shop throughput and first-time repair performance while reducing comebacks, avoidable delays, and aged repair orders.

Maintain controls for sublet work, loaner and rental vehicles, shuttle operations, customer vehicle handling, and after-hours drop-off and pickup.
Parts, Wholesale, and Inventory Management

Lead retail, service-counter, internal, wholesale, and fleet-related parts operations. Manage inventory investment, stocking strategies, first-time fill rate, gross and true turns, lost sales, emergency purchases, special orders, and obsolescence.

Oversee manufacturer purchasing programs, return allowances, cores, backorders, freight, and inventory reconciliation. Establish effective cycle-count and physical-inventory procedures in coordination with Accounting.

Improve coordination between service departments, parts counters, warehouses, and delivery teams. Grow wholesale and fleet parts business while maintaining disciplined pricing, account controls, delivery performance, and inventory accuracy.
OEM Relations, Warranty, and Franchise Standards

Maintain productive relationships with manufacturer field representatives across Chevrolet, Kia, Mazda, Ford, Chrysler, Dodge, Ram, and Jeep.

Ensure each rooftop follows applicable OEM service standards, warranty policies, repair documentation requirements, recall and service campaign procedures, and training expectations.

Oversee warranty administration, including claim accuracy, timely submission, rejected claims, receivables, parts retention and returns, and audit readiness. Identify recurring issues and implement corrective action to reduce avoidable chargebacks and claim denials.

Monitor OEM performance measures and training compliance by rooftop. Coordinate warranty labor-rate and parts reimbursement reviews with executive leadership and appropriate support resources.
Customer Experience, Service BDC, and Retention

Establish expectations for accurate estimates, appropriate service recommendations, proactive communication, timely completion, and professional complaint resolution.

Monitor Customer Satisfaction Index results, customer feedback, repair concerns, and retention trends. Address underlying process failures rather than treating recurring complaints as isolated events.

Direct service BDC performance in partnership with store leadership, including appointment conversion, show rates, scheduling accuracy, declined-service follow-up, maintenance reminders, and customer reactivation. Strengthen the transition from vehicle purchase to ongoing service relationships.
Fleet Support, Reconditioning, and Scrubway Operations

Coordinate with fleet leadership to support commercial and government customers through dependable maintenance, repair scheduling, parts availability, and reduced vehicle downtime.

Partner with sales and used vehicle leadership to improve reconditioning cycle time, repair quality, internal repair costs, and frontline readiness.

Provide operational oversight for Scrubway Wash & Lube, including staffing, throughput, service quality, inventory and supply controls, equipment reliability, customer experience, and profitability.
Systems, Facilities, Safety, and Growth

Drive consistent and accurate use of the DMS and related fixed operations technology. Oversee repair order workflows, labor operations, dispatch settings, pricing controls, reporting, and employee training. Partner with IT, Accounting, and vendors to resolve system issues and improve data integrity.

Evaluate equipment needs, special tools, vendor agreements, facility requirements, and capital requests. Support new rooftops and expansion projects through staffing plans, equipment readiness, OEM requirements, and operating procedures.

Maintain effective safety, environmental, privacy, and asset-protection practices. Ensure employees have the training and credentials appropriate to their duties, including applicable OEM, EV/high-voltage, and refrigerant-handling requirements. For motor vehicle air-conditioning work, ensure technicians performing covered service hold the required Section 609 certification.
Required Qualifications

• Minimum of seven years of progressive automotive fixed operations experience, including at least three years in a Fixed Operations Director, Regional Fixed Operations Manager, or equivalent leadership role with accountability for both service and parts across multiple franchised rooftops.
• Demonstrated multi-OEM management experience, with the ability to lead domestic and import franchises, navigate differing manufacturer requirements, and establish consistent operating standards across locations.
• A documented record of improving fixed operations profitability, fixed absorption, shop production, parts inventory performance, customer satisfaction, and retention. Candidates must be able to explain their results, the actions taken, and how improvements were sustained.
• Strong command of dealership financial statements, departmental P&Ls, budgeting, forecasting, labor pricing, parts inventory management, warranty administration, and DMS reporting. Experience identifying and resolving aging schedules, process breakdowns, and financial discrepancies.
• Proven ability to develop department managers, recruit and retain technicians, establish accountability, and implement change across multiple rooftops. Strong communication, judgment, problem-solving, and cross-department leadership skills.
• Ability to maintain a regular on-site presence and travel between Parkway locations, including overnight travel as needed. A valid driver's license and a driving record acceptable under company requirements are required.

Required Management Training and OEM Credentials

Formal fixed operations management education: Documented completion of a structured dealership management program covering financial analysis, service management, and parts management. Acceptable pathways include NADA Academy or relevant NADA management certificate/seminar programs; NCM Institute Service Management and Parts & Accessories Management programs; or comparable OEM-sponsored management education approved by Parkway.

OEM management training and certification: Documented completion of applicable OEM service and/or parts management training for franchises previously managed. The successful candidate must complete and maintain any additional role-specific training or certifications required by Parkway's assigned franchises within the applicable OEM deadlines.

Safety and compliance training: Completion of company-required dealership safety, environmental, warranty, and customer information protection training. The Director must maintain an effective process for tracking required training and certifications for department managers, advisors, technicians, and parts personnel.

Candidates must be prepared to provide management-program completion records, relevant OEM training histories, and verification of any professional certifications claimed.
Preferred Credentials and Experience

ASE credentials: Current ASE Automobile Service Consultant certification (C1) and/or Automobile Parts Specialist certification (P2) are preferred. These credentials provide additional evidence of service consultation or parts knowledge.

Technical background: ASE Master Automobile Technician status or comparable OEM master-technician credentials are advantageous, particularly when supported by a strong progression into department and multi-rooftop leadership. ASE Master Automobile Technician status is a technical credential based on certification in tests A1-A8.

Safety leadership training: Completion of OSHA 30-Hour General Industry training or comparable dealership safety-management education is preferred. OSHA 30 is a training course, not a professional certification.

Direct experience with Parkway's represented franchises, Tekion, high-volume wholesale parts, fleet and commercial service, dealership openings, and quick-lube or car-wash operations is strongly preferred. A degree in business, automotive management, or a related field is a plus.
Benefits

Medical, dental, and vision coverage; life insurance and short-term disability coverage; a company-matched 401(k) plan; paid vacation and holidays; employee discounts on vehicles, parts, and services; and ongoing professional development and advancement opportunities.