Dealer service leaders – from service managers and fixed ops directors to general managers and dealer principals – play a critical role in whether OEM initiatives gain traction or stall at the dealership level. These leaders translate strategy into daily operations, shape dealership culture, influence adoption of new tools and standards, and ultimately determine whether frontline teams are equipped to deliver a strong service experience. Yet despite their importance, NASB rarely focuses on how OEMs train and partner with management-level dealer service leaders. This session will examine how OEMs develop, train, and communicate with dealer service leadership across roles and levels of responsibility. We aim to cover how OEMs structure training and development, how expectations are communicated and reinforced, and what tools, field support models, and performance metrics OEMs use to assess engagement and identify where leadership capability may be limiting results.