Regional Service Process Implementation Manager

Location(s): Irvine, CA

Job Schedule: Full-time

Education Requirement: Bachelor’s Preferred

Sponsorship: No

Come Drive Innovation with Us. We are currently looking for a Regional Service Process Implementation Manager to join our team in our West Region – Irvine, CA. Working closely with regional leadership, the Regional Service Process Implementation Manager leads the efforts of the field teams to implement end‑to‑end execution of dealer‑ and customer‑focused service processes—most prominently Video Multi‑Point Inspections (Video MPI). This role transforms strategy, data insights, and field feedback into practical, scalable models that improve customer transparency, strengthen technician and advisor alignment, and elevate overall service performance. The role evaluates market readiness, prioritizes dealers, and guides each location through the operational and behavioral changes required for consistent, high‑quality adoption.

Additionally, the RSPIM serves as a mentor to both field and dealer employees, helping them identify and overcome barriers that prevent effective implementation and consistent execution of industry‑leading service processes. By collaborating with cross‑functional partners and delivering clear, actionable training and support, the role reinforces day‑to‑day execution, enhances the customer experience, and ensures dealers can successfully maintain Video MPI and other service process improvements over time.

A Day in the Life:   

The responsibilities listed are not intended to be an exhaustive list of all duties for this role. Additional tasks may be assigned, as needed, to support business objectives.

• Conduct Market Assessments: Leverages the available resources to conduct structured, data driven assessments to determine where new or enhanced service processes can be most successfully implemented. Evaluate readiness using both quantitative and qualitative input, including leadership alignment and willingness to adopt new ways of working and recommend dealer prioritization to ensure resources are focused where impact will be highest.
• Dealer Engagement Strategy: Define and support dealer specific implementation paths in partnership with field leadership. Lead or support initial conversations to align expectations, confirm commitment to operational and behavioral change, and ensure technicians and advisors understand execution requirements. Validate assumptions through direct engagement and feedback loops.
• Cross-Functional Coordination & Best Practice Capture: Collaborate with cross functional partners such as field operations, service operations, parts, training, analytics, and communications to remove systemic barriers and ensure smooth implementation. Capture and document dealer use cases, execution patterns, and performance outcomes to build a library of practices that support scaling.
• Training & Enablement: Deliver and refine training, coaching, and support materials that reinforce execution standards, performance expectations, and consistent delivery of service processes. Train internal teams, regional leadership, and dealer personnel. Mentor field staff to influence dealer leadership and drive meaningful process improvement.
• Process Design & Continuous Improvement: Identify, recommend, and implement new tools, workflows, and process improvements that strengthen scalability, consistency, and performance impact. Design and iterate pilots, recommending when to scale, pause, or adjust based on observed outcomes. Align improvement efforts with Nissan and departmental strategies across functions and regions.
• Performance Storytelling & Advocacy: Highlight credible dealer and field performance stories to demonstrate the value of consistent process execution. Develop communication mechanisms that share progress, lessons learned, and insights that reinforce service processes as key drivers of customer trust, employee engagement, and service performance.

Who We’re Looking for:

Required:

• Education: Bachelor’s degree OR 8 years of equivalent experience in lieu of a degree required. Substitute experience for the degree is in addition to the experience required for the role.

• Experience: A minimum of six years of professional experience. Dealers contact experience—such as DTSM, FOM, DOM, or FSM roles—is strongly preferred, including familiarity with dealership operations and parts and service field functions. Experience may include work in a dealership, region, headquarters, or manufacturing environment at the Analyst, Regional Manager, or similar level.
• Job Knowledge: Strong understanding of vehicle repair, mechanical operations, fixed operations, pr