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Own the vision, strategy, roadmap, and business performance of a portfolio of automotive dealership services.
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Define service offerings, including scope, service levels, packaging, and pricing recommendations, ensuring they meet dealership needs and business objectives.
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Represent the voice of the dealer by translating operational challenges and customer expectations into clear priorities for product, sales, and delivery teams.
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Increase adoption of existing services across the Canadian dealership market by identifying growth opportunities and implementing effective strategies.
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Establish best practices for dealership operations, including lead response, customer follow-up, appointment scheduling, show rates, sales handoffs, and customer retention.
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Identify opportunities to apply AI-powered solutions, including intelligent chat, voice assistants, predictive lead scoring, and automated follow-ups, to improve dealer and shopper outcomes.
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Determine where automation can improve efficiency and conversion while preserving the human interactions that are essential to the customer experience.
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Collaborate with AI and data science teams to define requirements, validate results, measure impact, and scale successful solutions.
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Develop business cases and go-to-market plans for new services that address dealership needs and replace or complement services currently purchased from third-party providers.
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Design service delivery models in partnership with internal teams and external providers, pilot new offerings with early adopters, measure results, and lead broader rollouts.
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Enable sales teams with compelling positioning, pitch materials, return-on-investment narratives, competitive insights, and supporting commercial resources.
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Establish onboarding processes, delivery playbooks, and quality standards to ensure consistent service implementation and performance.
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Coordinate cross-functional initiatives involving engineering, AI and data science, UX, marketing, sales, and service delivery teams.
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Lead through influence, align priorities across teams without direct reporting authority, and ensure product roadmaps support the broader dealer technology ecosystem.
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Maintain reliable service operations and responsive support processes, proactively addressing service quality issues that could affect dealer satisfaction or retention.
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Define and monitor key performance indicators, including service adoption, recurring revenue, dealer retention, appointments, show rates, sales outcomes, and campaign return on investment.
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Build strong relationships with dealerships, internal stakeholders, and business partners while communicating progress, results, opportunities, and risks to leadership.
Requirements:
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At least seven years of experience in dealership operations or a dealer-facing role, such as Business Development Center (BDC) Manager, Finance and Insurance (F&I) or Business Manager, Service Manager, General Manager, or dealer performance consultant.
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Hands-on expertise in at least one of the following areas: BDC operations, F&I, service operations, or customer retention, with a working understanding of the others.
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Demonstrated success launching or growing a service sold to automotive dealerships, or improving the performance of a dealership department through measurable results.
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Strong understanding of Canadian automotive retail, dealership economics, operational workflows, customer acquisition, and retention drivers.
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Ability to develop clear, credible business cases and assess the commercial potential and operational impact of new services.
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Experience owning product or service strategy, driving adoption, defining roadmaps, or managing commercial performance in a dealership or dealer-facing environment.
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Confidence using dealer Customer Relationship Management (CRM) and Dealer Management System (DMS) tools.
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Practical experience applying AI and automation tools in dealership operations or dealer-facing services, with the ability to define business requirements and evaluate outcomes without needing to develop the technology.
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Strong understanding of customer journeys, lead conversion, appointment generation, sales processes, and post-sale customer engagement.
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Proven ability to collaborate across sales, product, technology, marketing, and service delivery teams while influencing stakeholders without direct authority.
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Excellent communication, interpersonal, organizational, and problem-solving skills, with the ability to work independently and manage competing priorities.
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Fluency in both French and English, as the role requires bilingual communication.
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A strategic, commercially minded, and results-oriented approach, with a strong focus on dealer success, customer experience, and measurable business outcomes.
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A technical or coding background is not required; practical dealership expertise and commercial product ownership are the primary priorities.
Benefits:
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Base salary: $156,400–$195,500 per year.
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Employment type: Full-time, regular position.
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Work arrangement: Remote, with candidates required to reside in the Montreal or Quebec City area. On-site interviews may be required.
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Healthcare coverage: Medical, dental, and vision plans.
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Home office support: New-hire stipend to help set up a home office.
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Paid time off: Generous paid time off (PTO).
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Additional paid days: Paid holidays, a floating holiday, a volunteer day, and a recharge day.
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Potential additional compensation: Certain roles may be eligible for bonus and/or equity programs, depending on the position and level.
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Career impact: Opportunity to shape automotive retail services, influence AI-powered customer engagement, and drive measurable business growth across the Canadian market.
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Cross-functional collaboration: Work with teams across product, sales, marketing, engineering, AI, data science, and service delivery.
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Compensation considerations: Final base salary is determined by factors such as skills and experience. Eligibility for additional compensation depends on the specific role and applicable terms.