Automotive Field Operations Group Manager
Job Description
This position is responsible for securing and maintaining a stable network of quality 24/7 Emergency Roadside service providers to render roadside assistance to members and customers. The position ensures Vendor Relations Managers achieve organizational goals for service quality, growth and cost-efficiency. In addition, oversees the operation of ERS Fleets, including Maine and New Hampshire. This is a strategic and analytical position; involving collaboration with the Vice President, Automotive Services and other business unit management to develop strategy, initiatives and implementation processes to achieve organizational goals and remain competitive in the marketplace. This position is responsible for operations in Virginia and Alabama.
Work is challenging with multiple decision-making activities occurring simultaneously. Position often works with upper-level management in other business units, for example Office of the General Counsel, on difficult and complex actions that may have escalated from the field. Investigations and resolutions require a strong knowledge of contract law, Club policy and procedures, business precedents and practices and must be weighed against potential legal ramifications. Analytical skills and negotiation capabilities required to reach mutually beneficial conclusions that protect the organization while allowing the business unit to take action that may involve risk. Position is responsible for planning new initiatives, which requires making key decisions along the path from concept, implementation, and post review.
This position includes a company vehicle and a 25% bonus based on performance targets.
Typical Experience:
7+ years management experience with an emphasis on customer service required.
Previous management of other managers and work teams preferred.
Previous experience in management of large external vendor networks preferred.
Required Knowledge/Skills/Competencies:
Excellent verbal and written communication skills
General management, organizational and time management skills
Previous experience preparing and analyzing financial reports, developing cost-benefit models and creating detailed written proposals/recommendations
Ability to multi-task, balance numerous and diverse operations, as well as possess the ability to work well with all levels of employees and management
Prior experience preparing and analyzing financial reports, developing cost-benefit models and creating detailed written proposals/recommendations
Knowledge of contract law, regulations and management of contractor networks and service quality assurance practices
Proficiency in Microsoft Office software, including Outlook, Word, PowerPoint, Excel and Access
Desired Experience:
A proven ability to develop recommendations and proposals, and a demonstrated ability to handle effective negotiations and complaint resolutions desired.
Special:
Valid Driver License, acceptable Department of Motor Vehicle record and minimum limits of automobile liability insurance required.
Extensive travel required, as well as the ability to be on call and available twenty-four hours a day, seven days a week.
Remarkable benefits:
• Health coverage for medical, dental, vision
• 401(K) saving plans with company match AND Pension
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance,
travel, entertainment, services and more!)
Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.
"Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”
AAA is an Equal Opportunity Employer
Our organization participates in E-Verify