Service Drive Manager

Role Overview

Lum’s Auto Center, Inc. seeks an Automotive Service Drive Manager in Warrenton, Oregon. The role focuses on coaching staff, driving service performance, and ensuring a customer‑centered experience through the Chris Collins methodology.

• Leadership & People Management:
  • Coach and train Service Advisors and BDC representatives.
  • Implement Chris Collins processes, scripts, and standards.
  • Conduct ride‑alongs, reviews, role‑play, and coaching sessions.
  • Set KPIs, expectations, and hold one‑on‑one meetings.
  • Partner with HR on hiring, onboarding, and corrective action.
  • Foster learning, professionalism, ethical sales, and teamwork.
• Service Drive Operations:
  • Oversee daily workflow and appointment flow.
  • Ensure repair order accuracy and policy compliance.
  • Coordinate with Parts and Shop leadership to optimize throughput.
• Customer
  
  Experience:
  
  
  • Champion consistent, professional experience aligned with Chris Collins principles.
  • Ensure clear communication, value presentation, and follow‑up.
  • Handle escalated customer concerns.
  • Monitor CSI/CSAT and implement improvement plans.
• Financial & Performance Management:
  • Drive KPIs: labor sales, ELR, hours per RO, menu penetration, BDC show rates, retention.
  • Analyze reports to identify coaching opportunities.
  • Ensure ethical upselling and pricing accuracy.
• Compliance &
  
  Risk Management:
  
  
  • Ensure compliance with dealership, OEM, and legal standards.
  • Prevent sweetheart deals and misrepresentation.
  • Promote respectful, harassment‑free workplace.

• 3–5 years automotive service experience with leadership or coaching responsibility.
• Experience training Service Advisors and/or Service BDC teams.
• Strong DMS and service process knowledge.
• Excellent communication and coaching skills.

• Experience in a Chris Collins service drive environment.
• Service BDC leadership experience.
• OEM training or certification.

• No Cost, No Debt College Degree® program (up to a Master’s Degree!).
• Health insurance; employer pays 90% of premium.
• Dental and vision insurance.
• 401(k) eligibility after one year.
• Paid time off and paid holidays.
• Holiday Savings Plan.
• Employee Demo Program.
• Generous employee discounts.
• Employer donation matching.
• Employee referral program.
• Paid training and career development.
• Fun, team‑oriented work environment.

Lum’s Auto Center, Inc. is an equal‑opportunity employer. We prohibit discrimination and harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.