Position Summary:
The Operations Director is responsible for leading complex, multi-account automotive dealership operations, ensuring consistent service delivery, operational excellence, and achievement of business objectives across multi-rooftop dealer groups. This role requires extensive experience in automotive retail and dealership operations, with a strong understanding of dealership workflows, Sales and Service Business Development Center (BDC) functions, and US and global automotive retail environments. The ideal candidate combines operational discipline, strategic account management, commercial acumen, and strong people leadership to optimize performance, strengthen client partnerships, and develop high-performing teams.
As a key leader at Pinnacle Intelligence, the Operations Director will help advance our position as an AI-powered automotive intelligence partner, leveraging technology, automation, analytics, and AI-enabled solutions to improve dealership performance, enhance customer engagement, and deliver scalable operational value.
Key Responsibilities:
- Multi-Account Dealership Operations Management: Lead complex, multi-account dealership portfolios, including multi-rooftop dealer groups, ensuring consistent operational performance, service quality, productivity, and achievement of client and business targets across accounts.
- Automotive Retail & Dealership Operations: Apply deep knowledge of automotive dealership operations, including sales and service workflows, customer lifecycle management, customer engagement, lead conversion, appointment setting, and retention programs. Translate dealership business requirements into effective, scalable service delivery strategies.
- Sales & Service BDC Operations: Oversee Sales and Service Business Development Center (BDC) operations across multiple dealership accounts. Drive Sales BDC performance through inbound lead management, timely follow-ups, CRM cadence adherence, lead nurturing, and appointment conversion. Optimize Service BDC performance through service appointment scheduling, maintenance outreach, recall campaigns, customer retention, and service lane utilization.
- Operational Excellence & Governance: Establish and maintain standardized operating procedures, performance standards, governance frameworks, and accountability measures across accounts while allowing for individual dealership requirements and business priorities.
- Performance & Financial Management: Monitor operational KPIs, service-level agreements, productivity, quality, and budget performance. Identify opportunities to improve cost efficiency, workforce utilization, and overall account profitability while maintaining service delivery standards.
- Client Relationship & Account Management: Build strong relationships with dealership clients and key stakeholders, aligning operational priorities with business objectives. Lead performance discussions, communicate insights and improvement plans, address operational challenges, and identify opportunities to strengthen client partnerships and expand services.
- Technology, Automation & AI Transformation: Champion technology-enabled transformation across dealership delivery operations. Drive the adoption of automation, AI-powered tools, analytics, and digital solutions to improve lead management, customer engagement, appointment conversion, service retention, productivity, and operational scalability.
- Leadership & Management Development: Coach, mentor, and develop operations managers and account leaders across the portfolio. Establish clear performance expectations, strengthen accountability, build leadership capability, and maintain a strong management bench capable of delivering consistent results across multiple accounts.
- Continuous Improvement: Identify operational gaps, analyze performance trends, and implement data-driven improvements that enhance efficiency, quality, customer experience, and scalability. Promote continuous improvement and the adoption of best practices across accounts.
- Risk & Compliance Management: Ensure adherence to operational policies, client requirements, quality standards, data-handling practices, and applicable regulatory requirements across assigned accounts.
- Business Growth & Scalability: Partner with executive leadership and cross-functional teams to support account expansion, new client implementations, operational transitions, and the deployment of scalable solutions that reinforce Pinnacle's position as an automotive intelligence partner.
Skills & Qualifications:
Required:
- Proven track record managing complex, multi-account operations, with responsibility for operational performance, client delivery, and business results across multiple accounts or business units.
- Deep experience in automotive retail and dealership operations, including dealership workflows, customer lifecycle management, and sales and service support.
- Strong operational expertise in US and global automotive retail environments, with the ability to translate dealership requirements into effective service delivery processes.
- Demonstrated experience managing Sales and Service BDC operations, including inbound lead management, CRM follow-up cadence, appointment setting, service scheduling, recall campaigns, and customer retention.
- Proven ability to manage operational KPIs, service-level agreements, productivity, quality, and cost efficiency across complex account portfolios.
- Strong leadership experience coaching and developing operations managers, establishing accountability, and building high-performing teams across multiple accounts.
- Demonstrated ability to drive process improvements, operational standardization, and performance optimization across multi-site or multi-rooftop dealership portfolios.
- Strong analytical, problem-solving, client management, and stakeholder communication skills.
Preferred:
- Experience supporting US automotive dealerships through outsourced operations, particularly multi-rooftop dealer groups and multi-account portfolios.
- Familiarity with automotive Dealer Management Systems (DMS) and CRM platforms, such as VinSolutions, Elead, CDK, and Reynolds & Reynolds.
- Experience implementing AI-enabled solutions, workflow automation, analytics, or technology-driven transformation in dealership support operations.
- Experience managing geographically distributed teams or multiple dealership accounts with varying operational requirements.
- Familiarity with Lean Six Sigma, continuous improvement methodologies, and operational transformation.
- Bachelor's degree in Business Administration, Operations Management, or a related field.
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