Business Development Center (BDC) Manager - San Diego Harley Davidson

Business Development Center (BDC) Agent - San Diego Harley Davidson San Diego Harley-Davidson® is known for its year-round perfect weather, diverse scenic routes, and large motorcycle community, which is optimal for our Harley-Riders and Motorcycle Enthusiasts! We have a large selection of New and Pre-owned Harley-Davidson® bikes, experienced technicians, and a fully stocked MotorClothes® Department.
The BDC Agent is responsible for leading the dealership’s Business Development Center operations, including inbound and outbound customer communications, lead management, appointment setting, and customer retention initiatives. This role ensures exceptional customer experience while maximizing showroom traffic and sales opportunities for the dealership.
The ideal candidate is highly organized, performance-driven, customer-focused, and passionate about motorcycles and the Harley-Davidson lifestyle.

Key Responsibilities Establish daily, weekly, and monthly performance goals
Monitor employee productivity, call quality, and appointment performance
Conduct regular coaching sessions and performance evaluations
Oversee all internet, phone, text, social media, and walk-in lead follow-up
Ensure all leads are responded to promptly and professionally
Manage CRM processes and maintain accurate customer records
Develop and improve lead conversion strategies
Track appointment show rates and sales conversion metrics

Customer Experience Deliver exceptional customer service aligned with dealership and brand standards
Ensure timely communication with prospective and existing customers
Resolve customer concerns professionally and efficiently
Support customer retention and reactivation campaigns
Assist with promotional campaigns, dealership events, and community outreach
Help drive revenue growth through effective customer engagement

Reporting & Performance Tracking Analyze KPIs including: Lead response time
Appointment set rate
Appointment show rate
Sales conversion
Customer satisfaction scores

Prepare reports for dealership leadership
Recommend operational improvements based on performance data

Qualifications 3+ years of automotive or powersports BDC, sales, or customer service experience preferred
Strong leadership and team-building skills
Excellent communication and interpersonal abilities
Experience using CRM systems and dealership software
Ability to multitask in a fast-paced environment
Strong organizational and analytical skills
Passion for motorcycles and customer engagement preferred

Benefits Competitive base salary plus performance bonuses
Health, dental, and vision insurance
Paid time off and holidays
401(k) with Company Match
Paid Time Off, Increases with Tenure
Closed on Thanksgiving & Christmas
Employee Pricing on Vehicles, Parts & Service
Free & Discounted Gym Memberships
Travel Discounts on Hotels, Flights & Rentals
Career Growth within a Fortune 500 Company

This position operates in a professional dealership environment and may require evenings, weekends, and event participation based on dealership business needs.
Sample KPIs 90%+ lead response within 15 minutes
65%+ appointment set rate
55%+ appointment show rate
Increased customer retention and repeat business
Monthly sales and service traffic growth
Income potential is $50K - $60K annually.
All your information will be kept confidential according to EEO guidelines.
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