Essential Functions and Purpose: The Vice President of Operations will own the strategic direction, financial performance, and day-to-day execution of all facility and service operations across the organization's multi-site network. They are responsible for achieving financial objectives through KPI development, establishing benchmarks and managing the operations team to ensure success.
Principal Responsibilities: Service Capacity & Network Growth- Own the multi-site service capacity plan, determining where to add locations, capacity, and headcount based on demand, labor market, and cost data.
- Govern shop build-out and expansion projects against budget, schedule, and a standard facility design.
- Set productivity, efficiency and throughput targets by location and hold site leadership accountable to them.
Service Operations Performance- Set the operating model and standards for shop workflow, scheduling, and repair quality, and hold site leadership accountable to them.
- Set network targets for technician productivity, cycle time, comeback rate, and customer satisfaction; review results by location and direct corrective action where performance misses plan.
- Direct parts strategies across the network, including inventory policy, supplier terms, and availability standards.
- Own safety and environmental performance across all locations, including audit cadence and remediation.
Financial & Performance Management- Own the P&L for maintenance costs and retail service across the network, with accountability for gross profit, effective labor rate, and cost per repair order.
- Set labor rate and pricing strategy, including the basis for specialized and non-standard repair work.
- Review monthly financial and operating performance by location and direct action where results miss plan.
- Approve operating budgets, capital requests, and staffing plans for the service organization.
- Understand and manage the impact of business activities on financial statements and working capital
Data, Analytics & Continuous Improvement- Define the service KPI set, reporting standards, and review cadence used across the network.
- Direct investment in predictive maintenance and analytics capability to anticipate service demand and reduce unplanned downtime.
- Use repair and failure history to set maintenance intervals, parts-stocking policy, and lifecycle cost standards.
- Select and sponsor service technology platforms, owning the business case and adoption across locations.
Team Leadership & Development- Set the organizational structure and staffing model for the service organization across all locations.
- Hire, develop, and evaluate the service leadership team, and own succession planning for site-level leadership.
- Sponsor technician recruiting, apprenticeship, and retention strategy to secure skilled labor supply.
- Set the strategic direction for the service organization and align location goals with company objectives.
Compliance, Policy & Process- Own the standard operating procedure and policy framework for service and ensure consistent adoption across all locations.
- Ensure compliance with regulatory, environmental, and manufacturer requirements; own audit outcomes and remediation.
- Set service response and escalation standards for customer downtime events.
- Measure policy and process outcomes against defined benchmarks and revise where results fall short.
Cross-Functional Collaboration & Reporting- Serve as the operations voice on the executive team, shaping company strategy and translating it into operating plans.
- Report service performance, financial results, and trend analysis to executive leadership and the board as required.
- Support business development and customer retention through service-level commitments and involvement in major accounts.
- Continuously define, measure, and improve the full-cycle customer experience from end to end
- Customer experience includes both external and internal customers (Ex: Parts, Warranty, Body Shop, etc.)
- Own senior relationships with manufacturers, vendors, and supplier partners.
Required Qualifications: - Bachelor's degree in Business Administration, Automotive Technology, Operations Management, or a related field strongly preferred but not required.
- Minimum of 10 years in equipment dealership or fleet operations with a concentration in service and fixed operations, including at least 5 years at the director or executive level over a multi-site service network.
- Command of service and parts operations sufficient to set standards, evaluate performance, and hold site leadership accountable.
- Track record of building and developing a service leadership bench across multiple locations.
- Experience defining the KPI framework and analytics used to manage service and financial performance.
- P&L ownership for a service and parts organization at network scale, with results in effective labor rate, cost per repair order, and gross margin.
- Record of improving customer satisfaction and retention across multiple locations.
- Experience leading through site-level leadership rather than direct supervision of shop staff.
- Experience leading to enterprise-wide changes, including standardizing process across locations that operated independently.
- Analytical and decision-making ability grounded in operating and financial data.
- Communication skills are sufficient to present results and recommendations for executive leadership and ownership.
- Experience leading geographically dispersed operations through a layer of local management.
- Working knowledge of fixed-operations standards and applicable safety and environmental regulatory requirements.
- Fluency with dealer management systems (DMS) and business intelligence reporting.
Preferred Qualifications: - Experience scaling a service network through acquisition, greenfield expansion, or both.
- Experience sponsoring preventative maintenance and predictive analytics programs at network scale.
- Familiarity with regulatory frameworks governing vehicle and equipment maintenance, inspection, and safety compliance.
- Track record building technician apprenticeship, training, or certification programs.
- Lean, Six Sigma, or PMP certification.
- Experience operating in a multi-state or multi-region service network.
Compensation:- Base Salary: $200,000/annually (depending on experience and qualifications)
- Plus Bonus Incentive Plan
- Full-time position
Physical Requirements: - Must be able to pass post offer drug test, physical and background check
Benefits Velocity Vehicle Group Offers:- Fantastic Culture
- 401k + match
- Health, Dental & Vision Insurance + HSA & FSA
- Employer paid Life Insurance
- Paid Vacation Days
- Sick Leave
- Excellent Training and Career Advancement Opportunities
- Company perks such as employee discounts, company events and training programs
