JN Automotive Group is seeking an experienced, driven, and operationally focused Service Operations Manager to oversee the daily operations and performance of the Service Department at our Honolulu dealership location. This leadership role is responsible for driving operational efficiency, customer satisfaction, profitability, employee development, and overall fixed operations performance while ensuring an exceptional guest experience aligned with the JN Automotive Group brand and culture.
Responsibilities
- Oversee daily service department operations, workflow, and team performance
- Drive department profitability through effective labor sales, parts sales, productivity, and operational controls
- Monitor and improve customer satisfaction, CSI performance, retention, and overall guest experience
- Partner closely with Service Advisors, Technicians, Parts Department personnel, and dealership leadership to ensure accountability and operational alignment
- Develop and implement processes, KPIs, and performance standards to improve efficiency and consistency within the Service Department
- Review repair order metrics, technician productivity, labor gross, warranty performance, and staffing levels
- Lead hiring, coaching, training, and performance management efforts for service department personnel
- Support technician recruitment, retention, and development initiatives
- Ensure compliance with manufacturer standards, warranty requirements, safety regulations, and company policies
- Assist with budgeting, forecasting, inventory coordination, and expense management within fixed operations
- Identify opportunities to improve service lane traffic, operational flow, technician efficiency, and customer communication
- Address escalated customer concerns professionally and efficiently while protecting the dealership’s reputation and customer relationships
- Collaborate with executive leadership to support operational growth and long-term dealership goals
Qualifications
- Minimum 5 years of automotive service management or fixed operations leadership experience required
- Strong understanding of dealership fixed operations, service drive management, technician workflow, warranty administration, and customer retention strategies
- Proven leadership, coaching, communication, and team development skills
- Strong financial acumen and ability to analyze service department KPIs and operational reports
- Experience managing service profitability, labor gross, technician productivity, and operational expenses
- Ability to work effectively in a fast-paced, high-volume dealership environment
- Experience with dealership management systems such as Reynolds & Reynolds, CDK, Tekion, or similar platforms preferred
- Strong problem-solving, organizational, and operational planning skills
- Valid driver’s license with acceptable driving record required
Preferred Qualifications
- General Motors or multi-franchise dealership experience preferred
- Experience leading high-performing service teams in a customer-focused environment
- Strong background in customer experience improvement initiatives and operational process development
Compensation & Benefits
- Competitive base salary with bonus and performance incentive opportunities
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid time off and holidays
- Employee vehicle purchase and service discounts
- Career growth and advancement opportunities within JN Automotive Group
JN Automotive Group is committed to delivering exceptional service experiences while building a strong, team-oriented culture focused on accountability, professionalism, and customer care.
Pay: Up to $100,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Life insurance
- Paid time off
- Referral program
- Retirement plan
- Vision insurance
Experience:
- Automotive Service Manager: 1 year (Required)
License/Certification:
- Driver's License (Required)
Ability to Relocate:
- Honolulu, HI 96813: Relocate before starting work (Required)
Work Location: In person
