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# Service Lane Process Manager

- **Company:** Stellantis
- **Location:** Northern, United States
- **Experience:** Expert
- **Salary:** $98,600.0 - $147,800.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Software Applications, Electronic Funds Transfer
- **Published:** August 19, 2026
- **Apply:** https://careers.stellantis.com/job/23733712/service-lane-process-manager-redding-ca/

## About the Role

* Bachelor's degree
 * Minimum of 8 years in high-volume automotive retail, with deep knowledge of fixed operations and service department management.
 * Process Mastery: Expert-level understanding of the Service Drive Process, including scheduling, intake workflows, dispatching, and quality control.
 * Software Proficiency: Hands-on experience with major Dealer Management Systems (DMS) and digital inspection tools (e.g., wiADVISOR, X-Time, etc.).
 * Analytical Ability: Skill in interpreting KPIs like Effective Labor Rate (ELR), Average Repair Order (ARO), and First-Time Fix Rate to pinpoint training needs.
 * Facilitation Skills: Strong ability to conduct both classroom-style workshops and hands-on "on-the-drive" coaching sessions.

## Description

* Workflow Optimization: Map and refine the physical movement of vehicles on the drive to ensure no customer is left waiting and the lane remains clear for incoming traffic.
 * Service Lane Protocol Training: Instruct staff on the "11 key processes," including proper meeting and greeting, vehicle walk-arounds, and the "active delivery" phase.
 * Digital Integration Coaching: Train teams on the seamless use of iPads or mobile devices for digital multi-point inspections (MPIs), photo documentation, and electronic check-ins.
 * Standardized "Word Tracks": Develop and implement scripts for greeters and advisors to ensure every customer receives a consistent, high-value presentation of services.
 * Fixed Operations Support: Collaborate with the Parts and Service departments to ensure the "back-counter" and shop floor are in sync with promises made on the service drive.
 * Customer Interaction Oversight: Observe live interactions on the drive to provide real-time coaching on soft skills like empathy and conflict resolution.

Success Metrics (KPIs)

The effectiveness of this role is measured by improvements in:

 * Lane Efficiency: Reduction in the time from vehicle arrival to repair order (RO) creation.
 * MPI Performance: Increase in the percentage of vehicles receiving a full digital multi-point inspection.
 * Average Repair Order (ARO): Higher dollar value per customer visit through better process-driven presentations.
 * Net Promoter Score (NPS): Enhanced customer loyalty and satisfaction scores directly tied to the service drive experience


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