District Manager Aftersales - Charleston, WV

Job Description

Job Description:

Remote: This position does not require employee to be on-site full-time to perform most effectively. The employee’s role enables them to work off-site on a permanent basis. This position requires an employee to cover territory visits to dealerships in a reoccurring frequency.

The territory covers the Charleston WV. market. The selected candidate must live in territory or relocate to Charleston WV surrounding area. Relocation may be provided.

The Role:

The District Manager Parts and Service (DMPS) is a strategic field leadership role responsible for driving aftersales performance across a defined region. This position partners closely with dealership leadership to execute GM’s Customer Care & Aftersales initiatives, improve customer satisfaction, and grow revenue. The DMPS leverages data-driven insights, operational expertise, and consultative influence to deliver measurable results in a dynamic and evolving automotive landscape.

What You'll Do (Responsibilities)

• Demonstrate extreme ownership of district performance across Revenue, Customer Retention, and Customer Experience.

• Act as a trusted advisor to dealer leadership, fostering strong partnerships and strategic alignment.

• Drive revenue growth and achieve Key Performance Indicators (KPIs) through effective execution of all Customer Care & Aftersales (CCA) programs and initiatives.

• Lead standardized dealer contact processes, focusing on dealer-specific priorities and GM performance objectives.

• Analyze dealership marketing and merchandising strategies, offering actionable recommendations to increase service lane traffic.

• Develop and execute annual Business Plans, leveraging data-driven strategic insights to address market challenges and operational headwinds.

• Apply analytical thinking to assess dealership performance, identify trends, and implement targeted solutions and processes that improve operational efficiency and customer satisfaction.

• Operate with a high degree of autonomy, managing priorities and making decisions that drive business outcomes.

• Maintain a results-driven approach, consistently striving to exceed performance targets and deliver measurable improvements.

• Resolve aftersales customer concerns, including but not limited to:

  • SPAC (Service Parts Assistance Center)

  • CAC (Customer Assistance Center)

  • TAC (Technical Assistance Center)

  • Goodwill, Warranty, and Policy Requests

• Monitor and deliver on KPIs including:

  • Sales Reporting Tool (SRT) objectives

  • Net Promoter Score (NPS)

  • Customer Retention

  • Service Training Standards (STS)

  • EV Training & Compliance

Your Skills & Abilities (Required Qualifications)

• Bachelor’s Degree or equivalent professional experience.

• Minimum 2 years of experience leading and improving dealership Fixed Operations.

• Strong automotive industry knowledge and business acumen, including service operations, warranty processes, and customer experience management.

• Deep understanding of Dealership Service & Parts Operations, including:

  • Automotive Parts and Service Systems

  • Dealer Operating Reports & Fixed Ops Analysis Tools

  • Profit department structures and interdependencies

  • Consultative selling techniques

• Proficiency in Microsoft Excel, including data analysis, reporting, and visualization tools.

• Excellent oral and written communication skills, with the ability to inform and persuade effectively.

• Leverage data analytics tools to extract actionable insights that drive revenue growth, optimize operational performance, and elevate the customer experience.

• The ability to manage multiple tasks, adapt and thrive in a changing environment where there is a degree of ambiguity.

Core Competencies:

• Builds and maintains strong internal and external relationships.

• Drives results and leads change with confidence and clarity.

• Communicates persuasively and informatively across all levels.

• Operates autonomously with strong time management and prioritization.

• Applies analytical thinking to solve complex problems and make data-informed decisions.

• Demonstrates strategic business planning capabilities to align dealership goals with broader organizational objectives.

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