Digital Experience Manager
AutoNation · Irving
AutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve.
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Essential Responsibilities
Deal Desking and Structure
- Desk every deal submitted by Digital Experience Specialists within the published response standard.
- Approve or decline all pricing exceptions within the monthly exception budget and document the rationale for each decision.
- Set, publish, and maintain deal structure guidelines for Digital Experience Specialists.
- Review the exception log weekly and adjust guidelines or coaching based on trends.
- Resolve negotiation, pricing, trade, and payment matters directly while maintaining gross discipline.
- Structure financing, submit credit applications, and secure lender approvals that balance customer payment goals, lender guidelines, and front- and back-end gross.
Daily Operations
- Lead queue health, staffing coverage, open escalations, and store handoffs.
- Assign Digital Retail opportunities across Digital Experience Specialists based on customer stage and capacity.
- Ensure customer tasks, responses, callbacks, document requests, and promised follow-up are completed.
- Maintain coverage aligned with store sales hours, volume patterns, planned time off, and unexpected absences.
Team Leadership and Coaching
- Hire, schedule, and manage the performance of the Digital Experience Specialist team.
- Set daily expectations for productivity, quality, customer communication, task completion, documentation, and schedule adherence.
- Review calls and digital interactions and provide effective coaching on deal presentation, objection handling, and other specific behaviors and outcomes.
- Conduct recurring one-on-ones, performance reviews, and documented follow-up on commitments.
- Support onboarding, development, and career progression for Digital Experience Specialists.
- Recognize strong performance and address repeated execution gaps through the appropriate performance-management process.
Customer and Transaction Oversight
- Monitor active opportunities for aging, inactivity, missed commitments, or stalled progression.
- Resolve service escalations and assign a recovery plan.
- Present vehicle service contracts, GAP, and other protection products to every customer through a consistent, transparent, and compliant menu process.
- Prepare, review, and execute retail installment contracts, lease agreements, and deal documentation, and resolve contracts-in-transit to ensure timely lender funding.
- Verify customer identity and ensure every transaction complies with federal and state requirements, including TILA, ECOA, FCRA, OFAC, Red Flags, and privacy regulations; escalate compliance matters when necessary.
- Confirm that customer information and progress are preserved through Digital Experience Specialist, finance, and store handoffs.
Performance and Continuous Improvement
- Own gross per unit, F&I income per unit, product penetration, close rate, and cancellation rate, and take action when results fall short.
- Audit deals, finance contracts, tasks, documentation, dispositions, communication channels, and handoffs for accuracy and process adherence.
- Identify recurring workflow, technology, store, inventory, or policy failures and escalate with recommended action.
- Maintain accurate daily performance reporting and communicate risks promptly to leadership.
Required Qualifications
- Five or more years of retail automotive experience as a Sales Manager, Used Vehicle Manager, or F&I Manager, including at least two years of direct F&I experience.
- Minimum two years of people leadership experience.
- Proficiency with automotive DMS and CRM systems.
- Working knowledge of lender guidelines, credit structuring, F&I product menus, and federal and state finance and compliance regulations.
- Ability to obtain and maintain any state-required F&I or insurance licensing.
- Ability to manage real-time deal flow, staffing coverage, performance reporting, and multiple customer escalations.
- Strong coaching skills with experience translating quality and performance data into specific behavior change.
- Sound judgment regarding when to resolve, redirect, or escalate sales, finance, compliance, or customer matters.
- Strong written and verbal communication skills.
- Ability to work evenings and weekends based on business needs.
Preferred Qualifications
- Demonstrated gross discipline in a fixed-price or one-price environment.
- AFIP certification or equivalent F&I compliance certification.
- Experience delivering F&I products and contracting in a remote or digital retail environment.
- Automotive BDC, digital sales, e-commerce, or centralized operations leadership experience.
- Experience with eLeads or CDK, RouteOne or Dealertrack, F&I menu and eContracting tools, digital sales platforms, Podium or comparable engagement tools, telephony, workforce tools, and performance dashboards.
- Experience leading through a new launch, changing workflow, or multi-store operating model.
Exciting Benefits and Perks Await You:
Competitive compensation and 401k matching
Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits.
Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear
Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers
Join our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide
AutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.