BDC Manager (Ford/Lincoln Service)

About This Role

Lead and develop the Business Development Center (BDC) team for Ford and Lincoln Service Departments to drive appointment volume, improve show rates, and enhance customer experience. This role focuses on maximizing service lane revenue through process execution and team development.

Responsibilities

• Lead, train, and coach Service BDC Representatives to achieve daily, weekly, and monthly performance goals
• Manage inbound and outbound call campaigns (maintenance reminders, recalls, mobile service, FordPass/LincolnPass outreach)
• Drive appointment set rates, show rates, and customer retention
• Monitor call quality and ensure brand-compliant phone scripts and professional communication
• Coordinate closely with Service Advisors, Parts, and Management to optimize scheduling flow
• Track KPIs including call volume, appointment conversion, show rate, RO production, and CSI performance
• Implement Ford/Lincoln brand processes and digital retail service tools
• Support Mobile Service scheduling and outreach initiatives
• Maintain CRM accuracy and lead management processes
• Build a positive, performance-focused team culture

Requirements

• Previous automotive BDC or Service Department leadership experience preferred
• Strong knowledge of dealership operations and service workflows
• Proven ability to coach and motivate teams
• Excellent communication and organizational skills
• CRM and phone system experience (e.g., VinSolutions, Reynolds, CDK, Elead)
• Performance-driven mindset with strong attention to detail
• Professional leadership presence and customer-first mentality

Qualifications

• Previous automotive BDC or Service Department leadership experience preferred

Skills

* Required skills

Benefits