After Sales Business Operations Specialist

Audi Of America - Reston, VA

Full-time - Mid Level

Reston, VA

Merchant Wholesalers, Durable Goods

About the position

The After Sales Business Operations Specialist plays a crucial role in enhancing dealership performance through detailed analysis and strategic communication. This position involves performing monthly dealer performance analysis focusing on parts and accessories turnover, loyalty, model mix, warranty, customer pay, and training performance. The insights gained from this analysis will help establish a comprehensive monthly reporting system that reflects the operational status of dealerships. The specialist will review and analyze dealer performance data, including financial statements, sales reports, and customer satisfaction data, to identify opportunities for profit improvement. This role requires effective communication of findings to both the dealerships and Lamborghini America management, ensuring that actionable insights are shared in a timely manner. In addition to performance analysis, the specialist will support regional efforts to improve dealer turnover and profitability. This includes establishing and executing correspondences with dealers regarding their performance and summarizing results and recommendations for feedback to headquarters in Italy. The role also involves presenting findings to various stakeholders, including management and dealership management, to drive strategic initiatives. The After Sales Business Operations Specialist will collaborate with the Regional Retail Marketing team to promote parts and accessories through various marketing channels. They will also be responsible for planning, budgeting, and executing dealer training programs across the Americas for Sales, Service, and Technical roles. Acting as a liaison between the dealer network and Lamborghini HQ, the specialist will address all training-related topics and lead the After Sales department in Quality Management System (QMS) initiatives. This includes establishing new process standards, managing documentation, and participating in audits. Furthermore, the specialist will lead the brand in all PCMS (Process Change Management System) topics, ensuring that processes are well-documented and optimized for efficiency.

Responsibilities

• Perform monthly detailed dealer performance analysis about parts and accessories turnover, loyalty, model mix, warranty, customer pay, and training performance.
• Review, analyze, and communicate findings and opportunities for dealership profit improvement based on dealer performance data.
• Establish and support regional efforts/programs to improve overall dealer turnover on parts & accessories as well as profitability.
• Establish and execute appropriate correspondences sent to dealers regarding performance in a timely manner.
• Summarize results, data, processes, and recommendations in a clear and concise manner and provide feedback to headquarters in Italy.
• Present findings to Lamborghini America management, area managers, and dealership management as needed.
• Support Regional Retail Marketing in parts and accessories promotion and specialized marketing/loyalty programs via traditional and digital methods.
• Establish and execute detailed and powerful PowerPoint After Sales presentations for Regional and Dealer Meetings.
• Plan, budget, and execute all dealer training for the Americas region for Sales, Service, and Technical roles.
• Serve as a liaison between the dealer network and Lamborghini HQ in Italy for all training-related topics.
• Lead After Sales department in all QMS-related topics including establishing new process standards, forms, and work instructions.
• Lead the brand in all PCMS topics, including identifying and documenting PCMS-related processes.

Requirements

• 5-7 years of Automotive Experience
• Bachelor's degree or equivalent degree in business/economics/automotive
• Understanding of complete retail dealership operations
• At least 5 years of experience in a relevant automotive OEM operations role (Sales, After Sales, Network Development, Distribution, Field, etc.)
• Proven track record of analytical and conceptual thinking and implementation
• Proven problem-solving abilities
• Attention to detail and process orientation
• Established resource management abilities
• Strong work ethic with internal motivation to succeed and support others
• Ability to problem solve and prioritize
• Forward-thinking with ability to work effectively with minimal direction
• A great attitude and proven ability to be an effective business partner, team player, and collaborator
• Basic knowledge of dealer financial statement evaluation and review
• Experience in assessing operations, designing processes, mapping processes, and work plan development
• Advanced knowledge and experience utilizing data analysis tools (Excel)
• Experience developing impactful PowerPoint presentations
• SAP/Business Objects System knowledge