Business Development Center Manager

Job Title: BDC Manager

Department: Fixed Operations
Reports To: Fixed Operations Director / Corporate Service Director

Wage Range: $65,000 – commission

The Centralized Service BDC Manager is responsible for leading a high-volume, centralized Service Business Development Center supporting multiple dealership locations. This role drives service appointment growth, customer retention, and consistency across all rooftops by implementing standardized processes, managing performance through data, and ensuring strong collaboration between the BDC and each dealership’s Service Department. Managing the global shuttle program.

• Manage daily operations of a centralized Service BDC handling inbound and outbound calls, texts, emails, and digital appointment requests for multiple dealerships
• Lead, coach, and develop BDC representatives and BDC leads to meet or exceed group and store-level performance benchmarks
• Establish and enforce standardized scripts, workflows, follow‑up cadence, and appointment‑setting processes across all locations
• Monitor real‑time and historical performance by store, advisor, and BDC representative
• Partner with Service Managers and Fixed Ops leadership at each dealership to align capacity, scheduling, and customer flow
• Drive execution of service marketing campaigns, recalls, maintenance reminders, and retention initiatives
• Ensure accurate and consistent CRM and DMS usage across all rooftops
• Handle escalated customer issues and ensure timely, professional resolution
• Create staffing plans and schedules aligned with call volume, seasonal demand, and store needs
• Conduct regular performance reviews, coaching sessions, and training
• Ensure compliance with OEM standards, company policies, and customer privacy regulations
• Manage RMC global shuttle program, including the staff within that team, including a shuttle lead.

BDC Manager is accountable for tracking, reporting, and improving the following KPIs at both group and individual store levels

• 3–5+ years of automotive dealership experience;
  Service BDC or Fixed Ops leadership required
• Proven experience managing a centralized, high‑volume BDC supporting multiple rooftops
• Strong analytical skills with the ability to interpret KPIs and drive operational improvements
• Advanced CRM, DMS, phone system, and call‑tracking experience
• Exceptional leadership, coaching, and communication skills
  
  Ability to manage cross‑functional relationships with multiple Service Managers
• Highly organized, detail‑oriented, and results‑driven

• Fast‑paced office environment with high call and message volume
• Flexible schedule, including evenings or weekends as business needs dictate

• Competitive salary with performance‑based incentives tied to group and store KPIs
• Comprehensive benefits package (medical, dental, vision, 401(k), PTO)
• Advancement opportunities within a growing, multi‑dealership automotive group

• Adhere to the Rochester Motor Cars mission, vision and values in all situations.
• Follow and utilize the Rochester Motor Cars philosophy of 1-2-3-4-5.

• “Grow people, make friends and do good.”
• Exhibit personal excellence by setting high standard of performance. Consistently meet or exceed quality standards and requirements.

At Rochester Motor Cars our goal is to be an industry leader and provide unmatched quality automotive products and services. It is our mission to exceed our customers’ and employees’ expectations and maintain their loyalty for a lifetime.

Competitive compensation and benefits, including medical, dental, vision, paid time off, STD/LTD, 401k, and life insurance are offered for full‑time employees.

Job description subject to change at managers’ discretion.