Service BDC Manager in Tumwater, Washington at Toyota of Olympia

About Toyota of Olympia

Toyota of Olympia is a premier Toyota dealership committed to providing exceptional automotive experiences to our customers. With a reputation for excellence in customer service and a wide range of high-quality vehicles, we take pride in our commitment to meeting and exceeding customer expectations. As part of our dynamic team, you will contribute to the success of our dealership and play a key role in delivering a seamless and positive experience for our valued customers.

Toyota of Olympia is seeking an experienced, driven, and people-focused Service BDC Manager to lead our Service Business Development Center team.

This is a leadership role for someone who understands that a high-performing BDC is not simply about answering phones and setting appointments — it is about creating an exceptional customer experience, building strong processes, driving accountability, maximizing service retention, and developing a team culture focused on consistency and results.

We are looking for someone who can lead from the front, coach effectively, hold high standards, and help drive continued growth in one of the region’s busiest Toyota service departments.

• Lead, coach, and develop the Service BDC team to maximize performance, appointment show rates, customer satisfaction, and retention
• Oversee daily operations of the Service BDC department including inbound calls, outbound follow-up, appointment scheduling, campaigns, and customer communication
• Monitor KPIs, conversion metrics, appointment effectiveness, and team productivity
• Ensure a high level of professionalism, responsiveness, and consistency in all customer interactions
• Work closely with Service Advisors, Service Managers, and leadership to improve communication, workflow, and customer experience
• Develop processes and accountability systems that support efficiency and long-term growth
• Train, mentor, and motivate team members while maintaining high performance standards
• Help create a positive, energetic, accountable culture within the department
• Identify opportunities to improve customer retention, service traffic, and operational effectiveness
• Assist in hiring, onboarding, and performance management of BDC team members

The ideal candidate is highly organized, performance-driven, emotionally intelligent, and capable of balancing leadership with accountability.

This role requires someone who:

• Leads with confidence, professionalism, and consistency
• Understands how to motivate and develop people
• Thrives in a fast-paced, high-volume environment
• Is highly process-oriented while still maintaining a strong customer focus
• Knows how to hold a team accountable without creating negativity
• Communicates effectively across departments and leadership levels
• Can analyze performance metrics and turn data into action
• Brings energy, urgency, and strong follow-through to the role
• Understands the importance of both customer experience and operational efficiency

• Previous automotive Service BDC leadership or management experience required
• Strong understanding of dealership service operations and appointment processes
• Proven experience leading teams and driving performance
• Excellent communication, coaching, and interpersonal skills
• Strong organizational, multitasking, and problem-solving abilities
• Experience with CRM systems, scheduling platforms, and dealership software
• Reynolds & Reynolds experience preferred
• Toyota dealership experience strongly preferred
• Ability to work collaboratively in a team-focused environment
• Professional demeanor with strong accountability and leadership presence

• High-volume Toyota dealership with strong growth and customer retention
• State-of-the-art facility and service department
• Supportive leadership team and team-oriented culture
• Medical, dental, vision, life insurance, and 401(k)
• Paid vacation and holidays
• $25.00 - $35.00 / hour DOE
• Employee vehicle purchase program
• Ongoing opportunities for growth and development
• A culture focused on customer experience, accountability, and continuous improvement

This is a full-time, in-person leadership role based at Toyota of Olympia in Tumwater, WA. Flexibility with schedule, including occasional evenings or weekends, may be required based on business needs.

If you are a strong leader who understands how to build teams, create accountability, and deliver an exceptional customer experience while driving results — we would love to hear from you.