Service Growth Manager (BDC Manager)

Mark Miller Subaru is seeking a Service Growth Manager to lead our Service BDC. Reporting to the Director of Connected Operations, the Service Growth Manager will lead a small team supporting service operations for both Subaru locations and own how we connect with our service customers between visits.

The department is measured on how much it grows our service business, through appointment volume and customer retention. Delivering an exceptional experience on every interaction is the foundation of that, not the end of it. Our customers reach us through multiple channels and technology handles a growing share of the routine, which allows the team to focus where a real conversation changes the outcome.

We are looking for a highly motivated, analytical, and metric-driven individual with a proven track record of leading and developing high-performing teams, and the ability to collaborate and problem-solve across departments. If you thrive in a customer-centric environment and have a knack for bringing out the best in others, this is an exciting opportunity for you to make a significant impact on our organization.

Pay is $65k base with up to $10k in performance-based bonuses.

Overall Responsibilities

• Hire, train, and develop the team. Own each team member's growth, coach through call and message reviews and regular one-on-ones, and recognize top performers.
• Set clear performance expectations and make results visible through scoreboards and reporting.
• Grow appointment volume and retention through outbound campaigns — declined services, lost customer win-back, recalls, connected services, sales-to-service first appointments, and mobile service.
• Collaborate with Service Managers to develop departmental strategy, conduct operational pulse checks, and evaluate appointment capacity to optimize workflow, staffing, and customer experience.
• Leverage technology and automation to absorb routine work, directing the team's hours toward higher-value opportunities.
• Foster a positive and supportive team culture that promotes teamwork, collaboration, and continuous improvement.
• Manage schedules, timesheets, time off, and performance documentation, and support the team directly when volume requires it.
• Perform other duties as assigned.

Technology

We run a modern stack — CRM, service scheduling, telephone, AI agents, and a robust internal reporting platform. Experience with our specific tools is not required, however tech fluency and curiosity is required. This department and industry will keep evolving, and leading a team through that change is at the core of the role. 

Who Thrives Here

• Treats the department as their own business and takes ownership of the outcome.
• Resourceful, tenacious, and inquisitive. Finds the answer and returns with a recommendation.
• Genuinely enjoys developing people.
• Embraces technology and change.
• Brings energy to the room. Culture in this department follows its leader.

• Leadership experience with a record of growing a business, department, or team — service, BDC, call center, or a comparable environment in or outside automotive.
• Automotive service experience is preferred; Subaru service experience is ideal, but not required. 
• Strong coaching skills and excellent verbal and written communication.
• Comfort working in reporting and dashboards.
• Ability to handle multiple priorities in a fast-paced environment, with flexibility for some evenings and weekends.

Salary : $65,000 - $75,000