About Us - WGA

At William Gabriel Automotive Group, we believe in setting the bar high.

Our mission is simple: To surprise and delight our customers with how much we care about getting them the best deal for their vehicle needs, in sales or in service, every single time.

Our values are foundational: curiosity, integrity, honesty, accountability, service-orientation, kindness, motivation, and grit.

Our vision is ambitious: To build dealerships that don’t just set the industry standard, but go above and beyond it; with each other, with our customers, with our OEMs, and versus our competition - excellence is not the goal, it’s who we are.

Our Business Development Center is a critical part of delivering on that promise. We are building a modern, high-performance BDC designed to make it easier for customers to do business with us while allowing our sales and service teams to focus on taking exceptional care of the customers who are already in front of them.

We are looking for a BDC Manager to can lead the development of a critical department to the growth of our company. This isn’t a simple supervisor position; you will own the BDC department.

About The Role

The BDC Manager is responsible for the performance, people, processes, technology, and customer experience of our centralized Business Development Center.

You will lead a team responsible for both Sales and Service customer engagement, including inbound lead response, outbound follow-up, unsold opportunities, service retention, appointment generation, appointment confirmation, and customer reactivation.

Your job is to build an operation where: No lead gets lost, no customer gets forgotten, no appointment goes unconfirmed, no process exists without a purpose, and no performance problem goes unaddressed.

You will be expected to create a culture of urgency, accountability, professionalism, and continuous improvement.

WHAT YOU’LL OWN

PEOPLE & PERFORMANCE: You will recruit, train, coach, develop, and hold BDC representatives accountable to clear performance expectations and standards.
LEAD MANAGEMENT: You will own our leadmanagement process from the moment an opportunity enters the CRM until it is properly dispositioned, ensuring speed to lead and quality relationship building tactics in line with our mission, vision, and values
SALES BDC MANAGEMENT You will oversee the processes for converting sales opportunities into appointments and showroom traffic, working closely with Sales Management to ensure the BDC and sales team operate as one system, rather than two competing departments.
SERVICE BDC MANAGEMENT You will oversee the processes targeting service customers with the goal of fueling growth for our Fixed Operations business through increased customer retention, RO count, and service revenue.
APPOINTMENT MANAGEMENT You will create a disciplined process for setting and confirming appointments, preparing customers for their visit, working noshows, and maximizing the handoff between BDC to sales, BDC to service, and proper CSI follow up.
CRM OWNERSHIP You will be the internal expert on BDC CRM utilization, ensuring that CRM processes are in alignment with best practice and maximize opportunities for success with customers, that tasks by the team are completed, and that information is clean and accurate
REPORTING & ANALYTICS You will be expected to manage the BDC by numbers, regularly reviewed and optimized to company objectives.
DAILY MANAGEMENT You will create structure for the BDC team across daily kickoffs, midday reviews, coaching and training, end of day reviews and recaps, and setup for next day.
TRAINING & CALL COACHING You will help to coach BDC representatives on fundamentals such as phone skills, objection handling, appointment setting, automotive product knowledge, text and email communication, follow up cadence, customer experience, and more. You will regularly listen to calls and review customer communications.
CUSTOMER EXPERIENCE We are not building a call center. We are building a customer relationship center. Every customer interaction should reflect our values. We expect our BDC to create urgency without pressure, communicate without manipulation, and pursue business without compromising trust.

PERFORMANCE EXPECTATIONS

The BDC Manager will be held accountable for both departmental outcomes and operational discipline.

Performance will be evaluated using metrics including:

Speedtolead
Contact rate
Conversation rate
Followup completion
Appointmentsetting rate
Appointment show rate
Appointmenttosale conversion
AppointmenttoRO conversion
BDCGenerated sales
BDCGenerated repair orders
Customer retention
Reactivation results
Revenue generated
Cost per appointment
Cost per sale
Cost per RO
Employee productivity
Employee turnover
CRM compliance
Customer satisfaction

The precise targets will be established based on our lead volume, staffing model, historical performance, and business objectives. You will not be judged by activity alone. You will be judged by whether the BDC produces results. The ultimate success is a satisfied customer that is happy to tell others how happy they are from their experience with us.

THE IDEAL CANDIDATE

We are looking for someone who excels with the following attributes:

A Coach - You know how to make other people better.

Analytical - You naturally look at numbers and ask why.

Organized - You can manage people, processes, technology, customer opportunities, and competing priorities simultaneously.

Accountable - You don't make excuses. When the department misses its goal, your first question is: "What can I do differently?"

Competitive - You want to win. But you understand that sustainable performance comes from building a great team and great processes—not burning people out.

Customer-Focused - You understand that customer experience and profitability are not enemies.

Technologically Comfortable - You should be comfortable learning CRM platforms, reporting systems, phone systems, texting platforms, analytics tools, and other dealership technology.

An Excellent Communicator - You can communicate effectively with a BDC representative, salesperson, service advisor, General Manager, and customer.

A Builder - We are especially interested in someone who wants to build something better, rather than simply inherit an existing process.

EXPERIENCE

Previous experience in an automotive BDC, internet department, sales management, service management, call center, customer engagement, or similar highvolume environment is strongly preferred.
Prior management experience is preferred.
However, we will consider candidates with exceptional leadership ability, communication skills, analytical thinking, work ethic, and demonstrated performance even if their automotive experience is limited.
We can teach automotive processes. We cannot teach someone to care, lead, take ownership, or hold a high standard.

WHY THIS ROLE MATTERS

The BDC has the ability to fundamentally change how our dealerships do business. We have thousands of customers and prospects interacting with us every year. Some are ready to buy today, some need service tomorrow, some disappeared six months ago, some bought somewhere else, some simply need someone to call them back. The opportunity is enormous. Our BDC Manager's job is to build the system that makes sure we don't leave those opportunities behind.

Benefits and Perks:

Paid time off.
Opportunities for professional training and attending industry events.
Gold to Platinumlevel Medical, dental, and vision insurance.
Competitive 401(k) with company match up to 3%.
Life insurance and short and longterm disability.
Ancillary benefits and additional perks.
6 Paid company holidays
Modern and professional office environment within centralized business office in Plano, complete with onsite gym, coffee/espresso bar, restaurants and retail, and other amenities.
Opportunity for growth within the organization, starting in a position where you are able to work directly with corporate and grouplevel managers and officers

Career Growth Opportunities:

As WGA grows and expands, Relationship managers will have the opportunity to grow into broader roles across the company.

Work Environment:

This is a hybrid role, requiring both work at our corporate office in Plano, as well as periodic onsite presence at our dealerships.

Equal Opportunity Employer

William Gabriel Automotive Group is an equal opportunity employer. We hire, train, promote, and compensate team members based purely on personal and professional competence. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Willam Gabriel Auto Group LLC

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