Fixed Operations Manager

Introduction

We are seeking an experienced, results-driven Fixed Operations Manager to lead, direct, and grow our Parts and Service departments. This executive leadership role is responsible for the overall operational efficiency, profitability, customer retention, and employee satisfaction across all fixed operations.

The ideal candidate will have a strong, proven track record in both Service and Parts management within an automotive dealership, excellent leadership skills, and a commitment to upholding Toyota’s high standards for customer satisfaction, quality, and operational excellence (including Toyota Production System / Lean principles).

Location: Jim Pattison Toyota Northshore, North Vancouver, BC

Position Type: Full-Time, Senior Management

Direct Reports: Service Manager, Parts Manager, Assistant Service Manager

This role reports to the General Manager of the dealership.

About Us

A division of the Jim Pattison Group, the Jim Pattison Auto Group was founded in 1961 by Jimmy Pattison, when he purchased a GM franchise. Today, the Jim Pattison Auto Group encompasses 28 locations across Western Canada, representing 16 automotive brands.

Customer satisfaction is our priority and it’s accomplished through the strength of our employees. Learn more about us here:  https://www.jpautogroup.com/dealership/about.htm

Key Responsibilities

Leadership & Departmental Management

• Provide direct leadership, coaching, and accountability to the Service Manager and Parts Manager.
• Foster a collaborative, high-performance culture across both departments to drive operational alignment and shared goals.
• Establish short- and long-term departmental goals, KPIs, and performance benchmarks in alignment with overall dealership objectives.
• Manage Lot and Detail Associate processes and work towards bringing Detail dept inhouse.
• Oversee recruitment, onboarding, performance evaluations, and ongoing professional development for all fixed operations staff.

Financial & Operational Excellence

• Develop and manage annual operating budgets, forecasts, and expense controls for both Parts and Service.
• Monitor key performance indicators (e.g., effective labor rate, technician efficiency/productivity, work-mix, parts turnover, stock obsolescence, and gross profit margins).
• Lead technicians and service advisors, maintaining shop productivity, and delivering exceptional customer experiences.
• Conduct annual performance reviews with all technicians, service advisors and parts and service managers.
• Implement effective service drive processes, shop load management, and parts inventory controls to maximize throughput and profitability.
• Oversee safety compliance, shop equipment maintenance, and facility standards to ensure a safe, efficient working environment.

Customer Experience & Loyalty

• Drive strategies to continuously improve Customer Satisfaction Index (CSI) scores Net Promotor Scores (NPS) and service retention rates.
• Serve as the senior escalation point for high-level customer inquiries or concerns, ensuring swift and fair resolution.
• Partner with sales and finance departments to ensure a seamless customer journey from vehicle delivery through long-term service ownership.

OEM & Compliance Standards

• Maintain strong relationships with factory representatives (Toyota) and ensure total compliance with OEM guidelines, warranty policies, training and facility programs.
• Ensure consistent and ongoing compliance with TSM requirements while working towards TSM Platinum
• Oversee warranty processing and administration to minimize chargebacks and maintain audit readiness.
• Stay current on Toyota product updates, technical service bulletins (TSBs), training & certification requirements, and industry trends.

What We’re Looking For

• Experience: Minimum 5+ years of senior management experience in automotive Fixed Operations (or combined experience managing large-scale Service and Parts departments).
• Prior experience within a Toyota dealership or major import OEM brand is an asset
• Technical & Operational Knowledge:
• In-depth understanding of dealership management systems, service performance tracking, inventory control software, and service scheduling tools.
• Comprehensive understanding of warranty processes, technician flat-rate/labour structures, and parts inventory dynamics.
• Leadership Skills: Proven track record of team building, mentoring managers, and managing departmental profitability (P&L).
• Communication: Exceptional verbal, written, and interpersonal communication skills.
• Licensing: Valid Driver’s License with a clean driving record.

What We Offer

• Competitive compensation plans.
• We have unlimited opportunities for growth and development.
• Manufacturer and in-house training are provided.
• Exclusive access to vendor promotions, offers and purchase programs.
• Comprehensive benefits package.
• Recognition and rewards program.
• Amazing colleagues, great working environment, and a team building culture!

How to Apply

If this sounds like a great fit, please apply with your resume today!

Visit our Careers Page to explore more opportunities: https://www.jpautogroup.com/careers/

This role requires successful candidates to submit a satisfactory Driver’s Abstract, Criminal Record and Credit Check.

We thank all applicants for their interest; however, only those selected for interviews will be contacted.

We are an equal opportunity employer and are committed to creating an inclusive and accessible workplace. We welcome applicants from all backgrounds and experiences. If you require any accommodations during the recruitment process, please contact us at careers@jpautogroup.com.