Digital Experience Manager

Auto Nation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services.

Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve.

The Digital Experience Manager owns every deal structure, pricing decision, and exception across Digital Retail, and personally manages the finance and insurance process for every Digital Retail customer. As the decision point every Digital Experience Specialist works through, this leader converts the operating plan into disciplined desking, coaching, coverage, and high performance so every opportunity advances to a delivered unit without avoidable delay.

The role is accountable for sales and F&I results across Digital Retail and serves as the management authority and escalation point for pricing, deal, finance, customer service, and process matters..Essential Responsibilities Deal Desking and Structure Desk every deal submitted by Digital Experience Specialists within the published response standard.

Approve or decline all pricing exceptions within the monthly exception budget and document the rationale for each decision.

Set, publish, and maintain deal structure guidelines for Digital Experience Specialists.

Review the exception log weekly and adjust guidelines or coaching based on trends.

Resolve negotiation, pricing, trade, and payment matters directly while maintaining gross discipline.

Structure financing, submit credit applications, and secure lender approvals that balance customer payment goals, lender guidelines, and front- and back-end gross.

Daily Operations Lead queue health, staffing coverage, open escalations, and store handoffs.

Assign Digital Retail opportunities across Digital Experience Specialists based on customer stage and capacity.

Ensure customer tasks, responses, callbacks, document requests, and promised follow-up are completed.

Maintain coverage aligned with store sales hours, volume patterns, planned time off, and unexpected absences.

Team Leadership and Coaching Hire, schedule, and manage the performance of the Digital Experience Specialist team.

Set daily expectations for productivity, quality, customer communication, task completion, documentation, and schedule adherence.

Review calls and digital interactions and provide effective coaching on deal presentation, objection handling, and other specific behaviors and outcomes.

Conduct recurring one-on-ones, performance reviews, and documented follow-up on commitments.

Support onboarding, development, and career progression for Digital Experience Specialists.

Recognize strong performance and address repeated execution gaps through the appropriate performance-management process.

Customer and Transaction Oversight Monitor active opportunities for aging, inactivity, missed commitments, or stalled progression.

Resolve service escalations and assign a recovery plan.

Present vehicle service contracts, GAP, and other protection products to every customer through a consistent, transparent, and compliant menu process.

Prepare, review, and execute retail installment contracts, lease agreements, and deal documentation, and resolve contracts-in-transit to ensure timely lender funding.

Verify customer identity and ensure every transaction complies with federal and state requirements, including TILA, ECOA, FCRA, OFAC, Red Flags, and privacy regulations; escalate compliance matters when necessary.

Confirm that customer information and progress are preserved through Digital Experience Specialist, finance, and store handoffs.

Performance and Continuous Improvement Own gross per unit, F&I income per unit, product penetration, close rate, and cancellation rate, and take action when results fall short.

Audit deals, finance contracts, tasks, documentation, dispositions, communication channels, and handoffs for accuracy and process adherence.

Identify recurring workflow, technology, store, inventory, or policy failures and escalate with recommended action.

Maintain accurate daily performance reporting and communicate risks promptly to leadership.

Required…