Senior Operations Manager

Come Drive Innovation with Us. We are currently looking for a
** SR FOM
** to join our team in
** Little Rock, Arkansas.
** Supports assigned dealerships to deliver top tier Customer Experience, Retention, Dealer Profitability and Purchase Loyalty through efficient operations, sales effectiveness and OEM representation efforts. Supports AGM with local logistical support for market representation decisions and related dealership implications. Works with district-facing Dealer Operations Manager to synergize operations. Partners with other districts to maximize regional and national Accessories, Parts, & Service (APS) opportunities.

Districts may consist of 8 to 19 Dealerships depending on complexity and geographic factors.
** A Day in the Life:
*** Conduct routine dealership visits with Sales & Aftersales staff, dealership management, and Dealer Principal to assess all aspects of Aftersales operations. Provide consultative coaching and action plans geared toward improving Accessories, Parts, and Service (APS) opportunities.
* Identify areas of improvement and partner with assigned dealerships to implement improvements and corrective actions that drive Customer Experience and Retention, Dealer Profitability, and Loyalty.
* Assess accessories, parts, and service operations through routine contact and site visits utilizing the 5 Mindsets approach (Convenience, Quality, Competitiveness, Transparency, and Friendliness) to build a consumer value proposition.
* Coordinate and align Aftersales Core Processes. Deliver training and implement programs by recommending NNA supporting tools, technologies, and proven service processes (Initiation, Reception, Communication, Delivery, and Follow-Up).
* Work with the Regional Aftersales Manager (RAM) to monitor service staff expertise and training. Promote Technician Certification training and support employee recognition and achievements.
* Review and monitor dealership marketing and advertising plans, assessing their effectiveness. Align dealer marketing, CRM, social media, website, eCommerce, and BDC platforms with NNA national and regional marketing initiatives.
* Recommend, support, and execute the use of NNA tools, technologies, tablets, and marketing platforms. Introduce new marketing programs and techniques while demonstrating their potential positive financial impact on dealership performance. Regularly review APS sales reports to evaluate marketing effectiveness and expenditures.
* Understand external consulting services currently utilized or considered by dealerships. Encourage the use of Nissan/Infiniti-approved parts vendors to improve dealer costs and supply. Demonstrate the business case for Nissan/Infiniti programs and provide comparative analysis. Develop advertising and promotion plans to mitigate negative impacts resulting from warranty-related issues.
* Perform dealership financial statement and operational analysis to identify and recommend performance improvement opportunities in process efficiency, throughput, capacity, staffing, facilities, sales effectiveness, marketing, and industry best practices. Utilize Key Ratio Management aligned with NNA and industry benchmarks. Implement consultative sales techniques to develop, present, and execute action plans that drive key growth KPIs.
* Improve sales effectiveness by reviewing NNA and industry benchmark data to uncover sales and profit opportunities in accessories, service lane commodity sales, internal sales, and wholesale operations. Identify and actively develop dealer engagement in Parts, Wholesale, and Accessory business activities.
* Review APS performance reports with Dealer Principals and functional management regarding APS operations and compliance with company standards and…