Director of BDC Operations

A minimum of five years of demonstrable experience managing and scaling multi-location or large-scale BDC operations, preferably within the automotive industry at a group or platform level.
Ability to think strategically, develop data-driven plans, and translate strategy into actionable operational tactics.
Comprehensive understanding of all facets of BDC operations, including sales appointment setting, service scheduling, lead management, equity mining strategies, digital retailing integration, and vehicle acquisition campaigns.
Expertise with major automotive CRM systems (e.g., VinSolutions), BDC-specific software (e.g., Volie), service scheduling tools (e.g., Xtime), phone systems, and reporting/analytics platforms. High proficiency in Excel/Google Sheets is essential.
Exceptional coaching, mentoring, and team-building skills with a hands-on, lead-by-example approach.
Superior verbal and written communication skills; capable of effectively interacting with personnel at all levels, from BDC representatives to executive leadership.
Fluency in both English and Spanish is strongly preferred.
A relentless focus on achieving measurable results and exceeding performance targets.
Thrives in a fast-paced, growth-oriented environment and demonstrates a commitment to continuous learning and self-improvement.

Develop, implement, and refine comprehensive BDC strategies for sales, service, equity mining, and vehicle acquisition across all dealerships to maximize performance and ROI.
Establish, monitor, and rigorously drive KPIs for the entire BDC operation, fostering a culture of accountability and continuous improvement to exceed sales and service targets.
Lead, mentor, and develop BDC Team Leaders and personnel, ensuring high levels of engagement, skill proficiency, and career growth within the department.
Evaluate, optimize, and standardize BDC processes and workflows. Leverage technology platforms (CRMs, communication tools, reporting systems) to enhance efficiency, effectiveness, and customer interaction quality.
Oversee all aspects of BDC personnel management, including recruitment, hiring, comprehensive training programs, performance evaluations, and terminations.
Partner closely with the Executive Team, General Managers, and Service Directors/Managers to ensure seamless integration, alignment of goals, and effective communication between the BDC and dealership operations.
Interpret complex data from various reporting platforms to identify trends, opportunities, and areas for improvement. Present clear, actionable insights and performance reports to the Executive Team.
Ensure all BDC activities adhere to relevant regulations, manufacturer guidelines, and internal policies. Stay abreast of industry best practices and emerging trends.