Automotive Service BDC Manager - BMW

The Service BDC Manager is responsible for leading, developing and improving the overall performance of Rallye BMW’s Service Business Development Center.

This is a hands-on leadership role responsible for the customer journey from the initial Service contact through the scheduled appointment. The Service BDC Manager will oversee inbound and outbound customer communication, appointment scheduling and conversion, BMW Teleservice, customer retention initiatives, NPS follow-up and BDC team performance.

The primary objective of this position is to increase Service traffic, improve customer retention and maximize available shop capacity, supporting Rallye BMW’s goal of achieving and consistently maintaining 8,000 labor hours per month while delivering an exceptional customer experience.

• →2+ years of BMW and/or Highline internet service management Experience.

• →Proven experience managing a Service BDC, automotive call center or similar customer engagement operation.
• →Strong understanding of automotive Service operations and the relationship between appointment scheduling, shop capacity and Fixed Operations performance.
• →Demonstrated ability to coach, develop and hold employees accountable.
• →Strong analytical skills with the ability to interpret performance data and turn it into actionable improvements.
• →Excellent verbal and written communication skills.
• →Strong organizational, follow-up and problem-solving skills.
• →Experience with dealership CRM, scheduling and customer communication systems, with an openness to new technology and AI tools.
• →Familiarity with MyKaarma, Eleads, TSD, BMW systems, Microsoft Office, Google Workspace and similar platforms.
• →BMW systems (S-Gate, AWP, etc.) and Teleservice experience required.
• →Luxury automotive experience required.
• →Bilingual capabilities are a plus.